Administering Avaya Aura™ Communication

Administering Avaya Aura™
Communication Manager
03-300509
Issue 5.0
Release 5.2
May 2009
© 2010 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the information in this
document is complete and accurate at the time of printing, Avaya assumes no
liability for any errors. Avaya reserves the right to make changes and
corrections to the information in this document without the obligation to notify
any person or organization of such changes.
Documentation disclaimer
Avaya shall not be responsible for any modifications, additions, or deletions to
the original published version of this documentation unless such modifications,
additions, or deletions were performed by Avaya.
End User agree to indemnify and hold harmless Avaya, Avaya's agents,
servants and employees against all claims, lawsuits, demands and judgments
arising out of, or in connection with, subsequent modifications, additions or
deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Websites
referenced within this site or documentation(s) provided by Avaya. Avaya is not
responsible for the accuracy of any information, statement or content provided
on these sites and does not necessarily endorse the products, services, or
information described or offered within them. Avaya does not guarantee that
these links will work all the time and has no control over the availability of the
linked pages.
Warranty
Avaya provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avaya’s
standard warranty language, as well as information regarding support for this
product, while under warranty, is available to Avaya customers and other
parties through the Avaya Support Website: http://www.avaya.com/support.
Please note that if you acquired the product from an authorized Avaya reseller
outside of the United States and Canada, the warranty is provided to you by the
said Avaya reseller and not by Avaya.
Licenses
The software license terms available on the Avaya Website,
http://support.avaya.com/licenseinfo/ are applicable to anyone who downloads,
uses and/or installs Avaya software, purchased from Avaya Inc., any Avaya
affiliate, or an authorized Avaya reseller (as applicable) under a commercial
agreement with Avaya or an authorized Avaya reseller. Unless otherwise
agreed to by Avaya in writing, Avaya does not extend this license if the
software was obtained from anyone other than Avaya, an Avaya affiliate or an
Avaya authorized reseller, and Avaya reserves the right to take legal action
against you and anyone else using or selling the software without a license. By
installing, downloading or using the software, or authorizing others to do so,
you, on behalf of yourself and the entity for whom you are installing,
downloading or using the software (hereinafter referred to interchangeably as
“you” and “end user”), agree to these terms and conditions and create a
binding contract between you and Avaya Inc. Or the applicable Avaya affiliate
(“Avaya”).
Avaya grants End User a license within the scope of the license types
described below. The applicable number of licenses and units of capacity for
which the license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the Documentation or other
materials available to End User. “Designated Processor” means a single
stand-alone computing device. “Server” means a Designated Processor that
hosts a software application to be accessed by multiple users. “Software”
means the computer programs in object code, originally licensed by Avaya and
ultimately utilized by End User, whether as stand-alone products or
pre-installed on Hardware. “Hardware” means the standard hardware originally
sold by Avaya and ultimately utilized by End User.
License types
•
Designated System(s) License (DS):
End User may install and use each copy of the Software on only
one Designated Processor, unless a different number of
Designated Processors is indicated in the Documentation or other
materials available to End User. Avaya may require the Designated
Processor(s) to be identified by type, serial number, feature key,
location or other specific designation, or to be provided by End
User to Avaya through electronic means established by Avaya
specifically for this purpose.
•
Concurrent User License (CU):
End User may install and use the Software on multiple Designated
Processors or one or more Servers, so long as only the licensed
number of Units are accessing and using the Software at any given
time. A “Unit” means the unit on which Avaya, at its sole discretion,
bases the pricing of its licenses and can be, without limitation, an
agent, port or user, an e-mail or voice mail account in the name of a
person or corporate function (e.g., webmaster or helpdesk), or a
directory entry in the administrative database utilized by the
•
•
Software that permits one user to interface with the Software. Units
may be linked to a specific, identified Server.
Named User License (NU):
End User may: (i) install and use the Software on a single
Designated Processor or Server per authorized Named User
(defined below); or (ii) install and use the Software on a Server so
long as only authorized Named Users access and use the
Software. “Named User” means a user or device that has been
expressly authorized by Avaya to access and use the Software. At
Avaya's sole discretion, a “Named User” may be, without limitation,
designated by name, corporate function (for example, webmaster
or helpdesk), an e-mail or voice mail account in the name of a
person or corporate function, or a directory entry in the
administrative database utilized by the Software that permits one
user to interface with the Software.
Shrinkwrap License (SR):
Customer may install and use the Software in accordance with the
terms and conditions of the applicable license agreements, such as
“shrinkwrap” or “clickthrough” license accompanying or applicable
to the Software (“Shrinkwrap License”). (See Third-party
Components for more information).
Copyright
Except where expressly stated otherwise, no use should be made of materials
on this site, the Documentation(s) and Product(s) provided by Avaya. All
content on this site, the documentation(s) and the product(s) provided by
Avaya including the selection, arrangement and design of the content is owned
either by Avaya or its licensors and is protected by copyright and other
intellectual property laws including the sui generis rights relating to the
protection of databases. You may not modify, copy, reproduce, republish,
upload, post, transmit or distribute in any way any content, in whole or in part,
including any code and software. Unauthorized reproduction, transmission,
dissemination, storage, and or use without the express written consent of
Avaya can be a criminal, as well as a civil, offense under the applicable law.
Third Party Components
Certain software programs or portions thereof included in the Product may
contain software distributed under third party agreements (“Third Party
Components”), which may contain terms that expand or limit rights to use
certain portions of the Product (“Third Party Terms”). Information regarding
distributed Linux OS source code (for those Products that have distributed the
Linux OS source code), and identifying the copyright holders of the Third Party
Components and the Third Party Terms that apply to them is available on the
Avaya Support Website: http://support.avaya.com/Copyright.
Preventing toll fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware
that there can be a risk of toll fraud associated with your system and that, if toll
fraud occurs, it can result in substantial additional charges for your
telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention
Hotline at +1-800-643-2353 for the United States and Canada. For additional
support telephone numbers, see the Avaya Support Website:
http://www.support.avaya.com/.
Suspected security vulnerabilities with Avaya products should be reported to
Avaya by sending mail to:securityalerts@avaya.com.
Trademarks
Avaya® and Avaya Aura™ are trademarks of Avaya Inc.
The trademarks, logos and service marks (“Marks”) displayed in this site, the
documentation(s) and product(s) provided by Avaya are the registered or
unregistered Marks of Avaya, its affiliates, or other third parties. Users are not
permitted to use such Marks without prior written consent from Avaya or such
third party which may own the Mark. Nothing contained in this site, the
documentation(s) and product(s) should be construed as granting, by
implication, estoppel, or otherwise, any license or right in and to the Marks
without the express written permission of Avaya or the applicable third party.
All non-Avaya trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support
Website: http://www.avaya.com/support.
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems or to ask
questions about your product. The support telephone number is
1-800-242-2121 in the United States. For additional support telephone
numbers, see the Avaya Website: http://www.avaya.com/support.
Contents
About this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Conventions used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
Related Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
How to obtain Avaya books on the Web . . . . . . . . . . . . . . . . . . . . . . . . . .
14
How to comment on this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
Chapter 1: System Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
Logging into the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
Login messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24
Logging off the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
25
Administering User Profiles and Logins . . . . . . . . . . . . . . . . . . . . . . . . . .
26
Establishing Daylight Savings Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
Setting Time of Day Clock Synchronization . . . . . . . . . . . . . . . . . . . . . . . .
28
Setting the System Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
34
Using the Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
36
Saving Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
38
Performing Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
40
Chapter 2: Planning the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41
Understanding Your Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41
Understanding the Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
42
Controlling the features your users can access. . . . . . . . . . . . . . . . . . . . . .
48
System-wide settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
49
Changing system parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
49
Setting WAN bandwidth limits between network regions . . . . . . . . . . . . . . . . .
50
Administering Treatment for Denied or Invalid Calls . . . . . . . . . . . . . . . . . . .
52
Setting up Music-on-Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
53
Receiving Notification in an Emergency . . . . . . . . . . . . . . . . . . . . . . . . . .
57
Notifying a Digital Pager of an Emergency . . . . . . . . . . . . . . . . . . . . . . . .
59
Other Useful Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
61
Controlling the Calls Your Users Can Make and Receive . . . . . . . . . . . . . . . . .
62
Station Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
64
Administering Avaya Aura™ Communication Manager
May 2009
3
Contents
Chapter 3: Managing Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
69
Installing New Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
69
Adding new telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
70
Duplicating telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
75
Using an alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
76
Customizing your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
77
Upgrading telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
78
Swapping telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
78
Using ACTR to move telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
79
Using TTI to move telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
81
Removing telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
85
Adding a fax or modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
86
Adding an H.323 Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
88
Adding an IP telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
92
Setting up Remote Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
96
Chapter 4: Managing Telephone Features . . . . . . . . . . . . . . . . . . . . . . . . . . .
105
Adding Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
105
Telephone Feature Buttons Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
108
Adding Abbreviated Dialing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
131
Setting up Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . .
135
Setting up Extension to Cellular . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
137
Setting up Terminal Self-Administration . . . . . . . . . . . . . . . . . . . . . . . . . .
140
Setting Up Enterprise Mobility User . . . . . . . . . . . . . . . . . . . . . . . . . . . .
143
Chapter 5: Managing Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . .
149
Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
149
Adding an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
154
Attendant Console Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . .
155
Setting Console Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
162
Removing an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
163
Providing Backup for an Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
164
Return Call to (same) Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
165
Chapter 6: Managing Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
167
Displaying Caller Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
167
Displaying ANI Calling Party Information . . . . . . . . . . . . . . . . . . . . . . . . .
167
4
Administering Avaya Aura™ Communication Manager
May 2009
Contents
Displaying ICLID Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
168
Changing the Display Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
168
Setting up Directory Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
178
Making Standard Telephone Features easier to use . . . . . . . . . . . . . . . . . . .
179
Chapter 7: Handling Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
183
Setting up Basic Call Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
183
Setting up Advanced Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . .
186
Setting up Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
190
Setting up Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
201
Adding Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
209
Managing Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
227
Managing Vectors and VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
232
Understanding Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . .
245
Assigning a Terminating Extension Group . . . . . . . . . . . . . . . . . . . . . . . .
245
Chapter 8: Routing Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
247
World Class Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
247
Managing Calling Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
247
Assigning ARS FAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
248
Displaying ARS Analysis Information . . . . . . . . . . . . . . . . . . . . . . . . . . .
249
Understanding ARS Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
250
Administering Call Type Digit Analysis . . . . . . . . . . . . . . . . . . . . . . . . . .
255
Setting up Multiple Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
256
Routing with Multiple Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
258
Modifying Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
260
Overriding Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
263
Defining ARS Partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
264
Setting up Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
267
Location by Region . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
269
Chapter 9: Managing Multimedia Calling . . . . . . . . . . . . . . . . . . . . . . . . . . .
271
Multimedia Applications Server Interface . . . . . . . . . . . . . . . . . . . . . . . . .
271
Avaya Video Telephony Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
297
Multimedia Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
309
Understanding the Multimedia Complex . . . . . . . . . . . . . . . . . . . . . . . . . .
325
Enhanced Mode MM Complex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
341
Administering Avaya Aura™ Communication Manager
May 2009
5
Contents
Chapter 10: Setting Up Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . .
363
Configuring Communication
Manager for Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
363
Setting up Personal Station Access . . . . . . . . . . . . . . . . . . . . . . . . . . . .
365
Creating a Station Security Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
367
Assigning an Extender Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
368
Setting up Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
370
Assigning Coverage Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
372
Installing Home Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
373
Setting up Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
375
Changing Telecommuting Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
378
Chapter 11: Enhancing System Security. . . . . . . . . . . . . . . . . . . . . . . . . . . .
383
Basic Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
383
Preventing Toll Fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
384
Physical Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
386
System Security Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
386
Administering User Profiles and Logins . . . . . . . . . . . . . . . . . . . . . . . . . .
391
Using Access Security Gateway (ASG) . . . . . . . . . . . . . . . . . . . . . . . . . .
391
Using Busy Verify . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
391
Setting up Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
392
Setting up Security Violations Notification . . . . . . . . . . . . . . . . . . . . . . . .
395
Enhanced security logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
396
Using Station Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
397
Dealing with Security Violations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
401
Hot Desking Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
402
Chapter 12: Managing Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
405
Tips for working with trunk groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
405
Adding a CO, FX, or WATS trunk group . . . . . . . . . . . . . . . . . . . . . . . . . .
407
Adding a DID trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
410
Adding a PCOL trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
411
Adding a Tie or Access trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . .
414
Adding a DIOD trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
416
Setting up digital trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
416
Adding trunks to a trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
420
Removing trunk groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
421
6
Administering Avaya Aura™ Communication Manager
May 2009
Contents
Resetting trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
422
Inserting and absorbing digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
423
Administering trunks for Listed Directory Numbers . . . . . . . . . . . . . . . . . . .
424
Administering Answer Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
426
Administering ISDN trunk groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
427
Chapter 13: Managing Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . .
433
Getting Started with the VAL or G700 Virtual VAL
. . . . . . . . . . . . . . . . . . . .
433
Chapter 14: Managing Group Communications . . . . . . . . . . . . . . . . . . . . . . . .
437
Setting up Voice Paging Over Loudspeakers . . . . . . . . . . . . . . . . . . . . . . .
437
Setting up Chime Paging Over Loudspeakers. . . . . . . . . . . . . . . . . . . . . . .
439
Paging Over Speakerphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
442
Paging Users Who are on Active Calls . . . . . . . . . . . . . . . . . . . . . . . . . . .
444
Using Telephones as Intercoms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
445
Setting up Automatic Answer Intercom Calls . . . . . . . . . . . . . . . . . . . . . . .
447
Observing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
448
Chapter 15: Managing Data Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
451
Types of Data Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
451
Data Call Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
451
Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
458
Data Hotline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
459
Data Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
460
Default Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
462
Data Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
462
Data-Only Off-Premises Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . .
464
Data Modules — General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
465
Administered Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
468
Modem Pooling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
474
PC Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
476
Wideband Switching. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
479
CallVisor Adjunct-Switch Applications Interface . . . . . . . . . . . . . . . . . . . . .
490
Setting up CallVisor ASAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
492
Chapter 16: Administering Avaya Servers . . . . . . . . . . . . . . . . . . . . . . . . . . .
493
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
493
Administering the G700 Media Gateway . . . . . . . . . . . . . . . . . . . . . . . . . .
493
Administering Avaya Aura™ Communication Manager
May 2009
7
Contents
Administering the Avaya S8xxx Server . . . . . . . . . . . . . . . . . . . . . . . . . .
498
Setting up Processor Ethernet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
508
Administering the main or LSP split registration . . . . . . . . . . . . . . . . . . . . .
523
Administrable Alternate Gatekeeper List for IP Phones . . . . . . . . . . . . . . . . .
528
Improved Port network recovery from control network outages . . . . . . . . . . . . .
542
Administering Call-processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
544
Administering Voice or Network Statistics. . . . . . . . . . . . . . . . . . . . . . . . .
559
Administering SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
561
Chapter 17: Collecting Call Information . . . . . . . . . . . . . . . . . . . . . . . . . . . .
579
Collecting Information About Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
579
Setting up Intra-switch CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
581
Tracking Calls by Account Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
582
Forcing Users to Enter Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . .
583
Receiving Call-Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
584
Viewing Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
587
Setting up Survivable CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
588
Chapter 18: Administering LDAP Directory Application . . . . . . . . . . . . . . . . . . .
595
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
595
Configuring the LDAP Directory Service. . . . . . . . . . . . . . . . . . . . . . . . . .
595
Synchronizing Communication Manager station with the LDAP Directory . . . . . . .
596
Configuring the 46xx and 96xx phones . . . . . . . . . . . . . . . . . . . . . . . . . .
596
Index
8
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Administering Avaya Aura™ Communication Manager
597
May 2009
Overview
About this book
Overview
Avaya Aura™ Communication Manager is the centerpiece of Avaya applications. Running on a
variety of Avaya S8XXX Servers and DEFINITY Servers, and providing control to Avaya Media
Gateways and Avaya communications devices, Communication Manager can be designed to
operate in either a distributed or networked call processing environment.
Communication Manager carries forward all of a customer’s current DEFINITY capabilities, plus
offers all the enhancements that enable them to take advantage of new distributed
technologies, increased scalability, and redundancy. Communication Manager evolved from
DEFINITY software and delivers no-compromise enterprise IP solutions.
Communication Manager is an open, scalable, highly reliable and secure telephony application.
The software provides user and system management functionality, intelligent call routing,
application integration and extensibility, and enterprise communications networking.
Purpose of this book
This book describes the procedures and screens used in administering the most recent release
of Communication Manager running on any of the following:
●
Avaya S8XXX Servers
- DEFINITY servers
- S8100, S8300, S8400, S8500, or S8700-Series Server
●
Avaya S8XXX Servers configured as a Local Survivable Processor (LSP).
●
Avaya media gateways
- MCC1 or SCC1 Media Gateways
- G250, G350, G600, G650, or G700 Media Gateways
Newer releases of Communication Manager contain all the features of prior releases.
Administering Avaya Aura™ Communication Manager
May 2009
9
About this book
Intended audience
This document is intended for system administrators and managers, for users interested in
information about specific features, and Avaya personnel responsible for planning, designing,
configuring, selling, and supporting the system.
Contents
This document includes the following chapters:
10
●
Chapter 1: System Basics tells you how to log in and log off, set permissions for others
who use the administration terminal, set daylight savings rules, set the system date and
time, post messages, and back up the information you administer.
●
Chapter 2: Planning the System provides information on system-wide functions. It explains
how to read, use, and make simple changes to your dial plan, and how to assign feature
access codes.
●
Chapter 3: Managing Telephones explains how to add, swap, and remove telephones, and
how to customize a telephone, for Communication Manager administrators.
●
Chapter 4: Managing Telephone Features explains how to administer feature buttons for
your users’ telephones.
●
Chapter 5: Managing Attendant Consoles explains attendant console feature buttons, and
tells you how to change, move, or add attendant consoles.
●
Chapter 6: Managing Displays provides information on the messages that appear on the
read-out screen on display telephones.
●
Chapter 7: Handling Incoming Calls shows you how to set up call coverage for incoming
calls to be sure that incoming calls are answered when the called party is unavailable.
●
Chapter 8: Routing Outgoing Calls explains how Avaya Aura™ Communication Manager
handles outgoing calls and tells you how to modify call restrictions and your routing plan.
●
Chapter 9: Managing Multimedia Calling describes the Multimedia Applications Server
Interface (MASI), and provides instructions on administration, monitoring, and
troubleshooting. This section also provides information on Multimedia Call Handling
(MMCH), which enables users to control voice, video, and data transmissions using a
telephone and PC.
●
Chapter 10: Setting Up Telecommuting provides information on system-wide settings and
individual user administration for telecommuting.
●
Chapter 11: Enhancing System Security provides information on analyzing and setting up
basic system security, preventing toll fraud, using logins and permissions and passwords,
and dealing with security violations.
Administering Avaya Aura™ Communication Manager
May 2009
Conventions used
●
Chapter 12: Managing Trunks contains procedures for working with analog and digital
trunks. Specialized trunks such as APLT, tandem, release-link, DMI-BOS and ISDN trunk
groups are not covered in this manual.
●
Chapter 13: Managing Announcements tells you how to record, save, copy, restore and
delete announcements.
●
Chapter 14: Managing Group Communications shows you how to administer your system
so users can page other users or use their telephones as intercoms. You can also give
specific users permission to monitor other users’ calls or to interrupt active calls with
important messages.
●
Chapter 15: Managing Data Calls describes the system features available to enable data
communications.
●
Chapter 16: Administering Avaya Servers describes how to administer an Avaya
S8700-Series Server and an Avaya G700 Media Gateway and the Avaya S8300 Server.
●
Chapter 17: Collecting Call Information provides information on account codes, and on
tracking and collecting billing information about calls.
Conventions used
Become familiar with the following terms and conventions. They help you use this book with
Communication Manager.
●
A “screen” is the display of fields and prompts that appear on a terminal monitor.
●
We use the term “telephone” in this book. Other Avaya books might refer to telephones as
phones, voice terminals, stations, or endpoints.
●
Keys and buttons are printed in a bold font: Key.
●
Titles of screens are printed in an initial capital letter: Screen Name.
●
Names of fields are printed in a bold font: Field Name.
●
Text (other than commands) that you need to type into a field are printed in a bold font:
text.
●
Commands are printed in a bold constant width font: command.
●
Variables are printed in a bold constant width italic font: variable.
●
We show complete commands in this book, but you can always use an abbreviated
version of the command. For example, instead of typing list configuration
station, you can type list config sta.
●
If you need help constructing a command or completing a field, remember to use Help.
- When you press Help at any point on the command line, the system displays a list of
available commands.
Administering Avaya Aura™ Communication Manager
May 2009
11
About this book
- When you press Help with your cursor in a field on a screen, the system displays a list
of valid entries for that field.
●
Messages that the system displays are printed in a constant width font: system message.
●
To move to a certain field on a screen, you can use the Tab key, directional arrows, or the
Enter key on your keyboard.
●
If you use terminal emulation software, you need to determine what keys correspond to
Enter, Return, Cancel, Help, and Next Page keys.
●
We show commands and screens from the newest release of Communication Manager. If
your system has an older version of Communication Manager installed, substitute the
appropriate commands for your system and see the manuals you have available.
●
The status line or message line can be found near the bottom of your monitor. This is
where the system displays messages for you. Check the message line to see how the
system responds to your input. Write down the message if you need to call the helpline.
●
When a procedure requires you to press Enter to save your changes, the screen clears.
The cursor returns to the command prompt. The message line shows “command
successfully completed” to indicate that the system accepted your changes.
Admonishments
Admonishments that might appear in this book have the following meanings:
Note:
Tip:
12
Note:
Draws attention to information that you must heed.
Tip:
Draws attention to information that you might find helpful.
Administering Avaya Aura™ Communication Manager
May 2009
Trademarks
!
CAUTION:
Denotes possible harm to software, possible loss of data, or possible service
interruptions.
!
WARNING:
Denotes possible harm to hardware or equipment.
!
DANGER:
Denotes possible harm or injury to your body.
!
SECURITY ALERT:
Denotes when system administration might leave your system open to toll fraud.
CAUTION:
WARNING:
DANGER:
SECURITY ALERT:
Trademarks
All trademarks identified by ® or ™ are registered trademarks or trademarks, respectively, of
Avaya, Inc. All other trademarks are the property of their respective owners.
Related Resources
Note:
Note:
For information about the screens referenced in this book, see Avaya Aura™
Communication Manager Screen Reference, 03-602878.
The following documents provide additional information.
Administering Network Connectivity on Avaya Aura™ Communication Manager, 555-233-504
ATM Installation, Upgrades, and Administration using Avaya Communication Manager,
555-233-124
Avaya Application Solutions: IP Telephony Deployment Guide, 555-245-600
Avaya Business Advocate User Guide, 07-300653
Avaya Aura™ Call Center 5.2 Automatic Call Distribution (ACD) Reference, 07-602568
Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent selection (EAS) Reference,
07-600780
Avaya Communication Manager Advanced Administration Quick Reference, 03-300364
Avaya Communication Manager Basic Administration Quick Reference, 03-300363
Administering Avaya Aura™ Communication Manager
May 2009
13
About this book
Avaya Communication Manager Basic Diagnostics Quick Reference, 03-300365
Avaya Remote Feature Activation (RFA) User Guide, 03-300149
Avaya Toll Fraud and Security Handbook, 555-025-600
Converged Communications Server Installation and Administration, 555-245-705
DEFINITY Communications Systems Generic 2.2 and Generic 3 Version 2 DS1/CEPT1/ISDN
PRI Reference, 555-025-107
DEFINITY Enterprise Communications Server Release 1.1 Getting Started with the Avaya
R300 Remote Office Communicator, 555-233-769
Avaya Aura™ Communication Manager Feature Description and Implementation, 555-245-205
Avaya Aura™ Communication Manager Hardware Description and Reference, 555-245-207
Installation, Upgrades and Additions for Avaya CMC1 Media Gateways, 555-233-118
Maintenance Alarms for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300430
Maintenance Commands for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300431
Maintenance Procedures for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300432
Avaya Aura™ Communication Manager Overview, 03-300468
Avaya Aura™ Communication Manager Reports, 555-233-505
Avaya Aura™ Communication Manager Screen Reference, 03-602878
Avaya Aura™ Communication Manager System Capacities Table, 03-300511
Using Avaya Enterprise Survivable Servers (ESS), 03-300428
What's New in Avaya Aura™ Communication Manager, SIP Enablement Services, Avaya
Servers and Media Gateways for Release 5.2, 03-300682
For documents not listed here, go to http://www.avaya.com. Select Support and then Product
Documentation.
How to obtain Avaya books on the Web
If you have internet access, you can view and download the latest version of Avaya
documentation products. To view any book, you must have a copy of Adobe Acrobat Reader.
Note:
14
Note:
If you don’t have Acrobat Reader, you can get a free copy at
http://www.adobe.com/reader.
Administering Avaya Aura™ Communication Manager
May 2009
How to comment on this book
For example, to access an electronic version of this book:
1. Access the Avaya Web site at http://www.avaya.com/support/.
2. In the Go To: column, click the Documentation link.
3. To find a specific book, type the document number (for example, 03-300509 for this book)
in the Search Avaya text box. Click GO.
4. In the resulting list, locate the latest version of the document, and then click the document
title to view the latest version of the book.
How to comment on this book
Avaya welcomes your feedback. Contact us through:
●
e-mail: document@avaya.com
●
fax: 1-303-538-1741
●
Contact your Avaya representative
Mention this document’s name and number, Administering Avaya Aura™ Communication
Manager, 03-300509.
Your comments are of great value and help improve our documentation.
How to get help
If you suspect that you are being victimized by toll fraud and you need technical assistance or
support in the United States and Canada, call the Technical Service Center's Toll Fraud
Intervention Hotline at 1-800-643-2353.
If you need additional help, the following resources are available. You might need to purchase
an extended service agreement to use some of these resources. See your Avaya
representative for more information.
Go to the Avaya Web site at http://www.avaya.com/support:
●
If you are within the United States, click the Escalation Management link. Then click the
appropriate link for the type of support you need.
●
If you are outside the United States, click the Escalation Management link. Then click
International Services, which includes telephone numbers for the international Centers of
Excellence. Or contact your local Avaya authorized dealer for any additional help and
questions.
Administering Avaya Aura™ Communication Manager
May 2009
15
About this book
16
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 1: System Basics
Logging into the System
You must log in before you can administer your system. If you are performing remote
administration, you must establish a remote administration link and possibly assign the remote
administration extension to a hunt group before you log in. The members of this hunt group are
the extensions of the data modules available to connect to the system administration terminal.
For information about setting up remote administration, contact your Avaya technical support
representative. When not using the system, log off for security purposes.
Logging in from a system terminal
This procedure provides instructions for logging in from a system terminal, not a remote
terminal.
To log into the system:
1. Enter your login name. Press Enter.
2. Enter your password. Press Enter.
For security, your password does not display as you type it.
3. Enter the kind of terminal you have or the type your system emulates. Press Enter.
The Command prompt displays.
Note:
Note:
If you enter the wrong terminal type, it can lock up your system. If the system is
not responding to keyboard commands, type newterm. Press Enter. Enter the
correct terminal type on the new screen. Press Enter. If this does not work, turn
the power off only on the terminal and then turn it back on. The terminal reboots
and you can log in again.
Logging in for remote administration
To log in for remote administration:
1. Dial the Uniform Call Distribution (UCD) group extension number.
Administering Avaya Aura™ Communication Manager
May 2009
17
Chapter 1: System Basics
Note:
The UCD group extension number is assigned when you set up remote
administration.
Note:
●
If you are off-premises, use the Direct Inward Dialing (DID) number, a Listed Directory
Number (LDN) (you must use a telephone), or the trunk number dedicated to remote
administration.
●
If you are on-premises, use an extension number.
If you dialed a DID number, dedicated trunk number, or extension, you receive data
tone or visually receive answer confirmation.
If an LDN was dialed, the attendant will answer.
a. Ask to be transferred to the UCD group extension number.
You receive data tone or visually receive answer confirmation.
b. Transfer the voice call to your data terminal.
The Login prompt displays.
2. Complete the steps for Logging into the System on page 17.
For information about setting up remote administration, contact your Avaya technical
support representative.
See also Chapter 11: Enhancing System Security on page 383. For a complete description of
the Security Violation Notification feature, see Security Violation Notification in Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-205.
Accessing the Avaya S8XXX Server
To administer an Avaya S8XXX Server, you must be able to access it. Personal computers and
services laptop computers equipped with a network PCMCIA card, Avaya Site Administration
(ASA), and a Web browser are the primary support access for system initialization, aftermarket
additions, and continuing maintenance.
You can access an Avaya S8XXX Server in one of three ways:
●
directly
●
remotely over the customer’s local area network (LAN)
●
over a modem
A direct connection and over the customer’s LAN are the preferred methods. Remote access
over a modem is for Avaya maintenance access only.
18
Administering Avaya Aura™ Communication Manager
May 2009
Logging into the System
Accessing the Avaya S8XXX Server Directly
You can access an Avaya S8XXX Server directly by plugging a computer into the services port
which defaults to port 2 (Eth1) on the back of the server. You must use a crossover cable with
an RJ45 connector on each end. Plug the other end into the network connector (NIC card) on
the your computer. You might need a NIC card adapter.
Once connected, you can administer the server using three tools:
●
Web interface for server-specific administration.
●
ASA for various features of Communication Manager
●
An SSH client, like PuTTY, and an IP address of 192.11.13.6.
Web Interface : You can access the server Web interface either by connecting directly to the
services port on the Avaya S8XXX Server, or by connecting over the customer network.
Connected to the services port : To use the server Web interface:
1. Open the Microsoft Internet Explorer browser. Microsoft Internet Explorer versions 6.0 and
7.0 are supported.
2. In the Location/Address field, type 192.11.13.6. Press Enter.
3. When prompted, log in to administer the Avaya S8XXX Server and the features of
Communication Manager.
Connected to the customer network : To use the server Web interface:
1. Open the Microsoft Internet Explorer browser.
2. In the Location/Address field, type the active server name or IP address. Press Enter.
3. When prompted, log in to administer the Avaya S8XXX Server and the features of
Communication Manager.
You can also connect directly to an individual server using its name or IP address.
Accessing the Avaya S8XXX Server remotely over the network
You can access the Avaya S8XXX Server from any computer connected through the LAN. To
access either server, use the IP address assigned to the server you want to access. You can
also use the active server address to connect automatically to the server that is active. Once
connected, you can administer the server using three tools:
●
Web interface for server-specific administration and call processing features
●
Avaya Site Administration for Communication Manager (Only available on the active
Communication Manager server)
●
An SSH client, like PuTTY, and an IP address of 192.11.13.6.
Administering Avaya Aura™ Communication Manager
May 2009
19
Chapter 1: System Basics
Using Avaya Site Administration
Avaya Site Administration features a graphical user interface (GUI) that provides access to SAT
commands as well as wizard-like screens that provide simplified administration for frequently
used features. You can perform most of your day-to-day administration tasks from this interface
such as adding or removing users and telephony devices. You can also schedule tasks to run at
a non-peak usage time. ASA is available in several languages.
The S8300, S8400, or S8700-Series Server can be used to download Avaya Site
Administration. A downloadable version of this package can be accessed through the S8300,
S8400, or S8700-Series Server Web Interface. This software must be installed on a computer
running a compatible Microsoft Windows operating system such as Windows 95, 98, NT 4.0,
Millennium Edition, Windows 2000, or Windows XP. Once installed, it can be launched from a
desktop icon, from the P330 Device Manager, or through a link in the S8300 Server Web
Interface.
Installing Avaya Site Administration
If you do not have ASA on your computer, make sure your personal computer (PC) or laptop
first meets the following minimum requirements:
20
Operating systems
Processor/RAM
Windows 2000
Windows XP
2003 (Standard and
Enterprise)
Pentium-class 300 MHz/64 MB
Pentium-class 300 MHz/64 MB
Pentium-class 300 MHz/64 MB
Graphics adapter
SVGA with minimum screen resolution of
800 x 600
Floppy disk drive
3-1/2 in. 1.44-MB floppy disk drive
CD-ROM
CD-ROM drive (required to install ASA
from CD)
Available hard disk space
A minimum of 100-MB free hard disk space
is required. The requirement for disk space
depends on the size and number of
configuration data sets.
Printer port
Standard PC or network printer port is
required for connecting to a printer to
produce station button labels.
Administering Avaya Aura™ Communication Manager
May 2009
Logging into the System
Operating systems
Processor/RAM
Network adapter
Required for network access to the
S8700-Series Server, CM Messaging, and
other network-connected systems.
Free serial ports
One free serial port capable of 9600-bps
operation is required for a connection to
each serial device (UPS).
Avaya recommends that PCs have at least
a 16550A UART or 16550A UART
simulator (capable of 56 kbps DTE-speed
connections). USB and internal modems
should emulate this hardware.
A second serial port is required for
simultaneous connection to CM Messaging
through a serial connection.
Install ASA on your computer using the Avaya Site Administration CD. Place the ASA CD in the
CD-ROM drive and follow the installation instructions in the install wizard.
ASA supports a terminal emulation mode, which is directly equivalent to using SAT commands
on a dumb terminal or through an SSH session. ASA also supports a whole range of other
features, including the graphically enhanced interface (GEDI) and Data Import. For more
information see the Help, Guided Tour, and Show Me accessed from the ASA Help menu.
Starting Avaya Site Administration
To start ASA:
1. Start up ASA by double-clicking the ASA icon, or click Start > Programs > Avaya Site
Administration.
2. In the Target System field, use the pull-down menu to select the desired system.
3. Click Start GEDI.
You now are connected to the desired system.
Configuring Avaya Site Administration
When Avaya Site Administration is initially installed on a client machine, it needs to be
configured to communicate with Communication Manager on the Avaya S8XXX Server.
When you initially run ASA, you are prompted to create a new entry for the switch connection.
You are also prompted to create a new voice mail system if desired.
Administering Avaya Aura™ Communication Manager
May 2009
21
Chapter 1: System Basics
Adding a Switch Administration Item
To add a switch administration item:
1. Click File > New > Voice Mail System.
The system displays the Add Voice Mail System screen.
2. Enter a name in the Voice Mail System Name field.
3. Click Next. The connection type dialog box displays.
4. Click the Network connection radio button.
5. Click Next. The Network Connection dialog box displays.
6. Enter the IP address used to connect to the Avaya S8XXX Server.
7. Click Next. The Network Connection/Port Number dialog box displays.
8. In the TCP/IP Port Number field, enter port 5023.
9. Click Next. The Network Connection/Timeout Parameters dialog box displays. Leave the
default values for the timeout parameters.
10. Click Next. The login type dialog box displays.
11. Click the "I want to login manually each time" radio button.
12. Click Next. The Voice Mail System Summary dialog box displays.
13. Check the information, use the Back button to make corrections if necessary, and click the
Test button to test the connection.
14. When the connection is successfully tested, click Next and then Finish.
Note:
Note:
In order for ASA to work properly with the ASG Guard II, the Write (ms) field on
the Advanced tab of the Connection Properties screen must be set to a value of
5 (that is, delay of 5 ms). ASG Guard II is an outboard appliance providing access
security for Avaya products that do not have Access Security Gateway (ASG)
software as a native application. For more information on ASG Guard II, contact
your Avaya technical support representative.
Adding a new voice system
When you initially run ASA, you are prompted to create a new entry for the switch
connection if you have not already done so. To set up the desired system, click the New
VOICE SYSTEM icon (on the left of the toolbar row). Complete the Add Voice System
wizard to build the system record. When completed, the record will be available in the
Target System pull-down list.
22
Administering Avaya Aura™ Communication Manager
May 2009
Logging into the System
Logging in with Access Security Gateway
Access Security Gateway (ASG) is an authentication interface used to protect the system
administration and maintenance ports and logins associated with Communication Manager.
ASG uses a challenge and response protocol to validate the user and reduce unauthorized
access.
You can administer ASG authentication on either a port type or login ID. If you set ASG
authentication for a specific port, it restricts access to that port for all logins. If you set ASG
authentication for a specific login ID, it restricts access to that login, even when the port is not
administered to support ASG.
Authentication is successful only when Communication Manager and the ASG communicate
with a compatible key. You must maintain consistency between the Access Security Gateway
Key and the secret key assigned to the Communication Manager login. For more information
about ASG, see Using Access Security Gateway (ASG) on page 391.
Before you can log into the system with ASG authentication, you need an Access Security
Gateway Key, and you need to know your personal identification number (ASG). The Access
Security Gateway Key must be pre-programmed with the same secret key (such as, ASG Key,
ASG Passkey, or ASG Mobile) assigned to the Communication Manager login.
Verify that the Access Security Gateway (ASG) field on the System-Parameters Customer
Options (Optional Features) screen is set to y. If not, contact your Avaya representative.
Logging in with ASG
To log into the system with ASG:
1. Enter your login ID. Press Enter.
The system displays the challenge number (for example, 555-1234) and system Product
ID number (for example, 1000000000). The Product ID provides Avaya Services with the
specific identifier of your Avaya MultiVantage communications application.
2. Press ON to turn on your Access Security Gateway Key.
3. Type your PIN. Press ON.
The Access Security Gateway Key displays a challenge prompt.
4. At the challenge prompt on the Access Security Gateway Key, type the challenge number
without the "-" character (for example, 5551234) from your screen. Press ON.
The Access Security Gateway Key displays a response number (for example, 999-1234).
5. At the response prompt on your terminal, type the ASG response number without the "-"
character (for example, 9991234). Press Enter.
The Command prompt displays.
Administering Avaya Aura™ Communication Manager
May 2009
23
Chapter 1: System Basics
Note:
If you make 3 invalid login attempts, the system terminates the session. For more
information, see the appropriate maintenance book for your system.
Note:
Login messages
Two messages may be displayed to users at the time of login.
●
The Issue of the Day message appears prior to a successful login. In general, use the
Issue of the Day to display warnings to users about unauthorized access. The client that is
used to access the system can affect when, how, and if the user sees the Issue of the Day
message.
●
The Message of the Day (MOTD) appears immediately after a user has successfully
logged in. In general, use the Message of the Day to inform legitimate users about
information such as upcoming outages and impending disk-full conditions.
Using the system default Issue of the Day
The Communication Manager file /etc/issue.avaya contains sample text that may be used for
the Issue of the Day message.
To use the system default Issue of the Day:
1. Log into the Communication Manager server and at the CLI enter
cp /etc/issue.avaya /etc/issue
cp /etc/issue.avaya /etc/issue.net
Setting Issue of the Day and Message of the Day
For more detailed information on setting login messages and interaction with individual access
services, see the Communication Manager Administrator Logins White Paper on
http://support.avaya.com/elmodocs2/white_papers/CM_Administrator_Logins.pdf.
In general, to administer the Issue of the Day and the Message of the Day, use
/bin/vi or
/usr/share/emacs to perform the following edits:
1. Configure etc/pam.d/mv-auth to include issue PAM module.
2. Edit /etc.issue and /etc.issue.net (if using telnet) to include the text for the Issue
of the Day.
24
Administering Avaya Aura™ Communication Manager
May 2009
Logging off the System
3. Edit etc/motd to include the text for the Message of the Day.
Strings not permitted in a Message of the Day (case sensitive)
[513]
Software Version
Login:
incorrect login
513]
Password:
ogin
hallenge
]
assword
ogin:
SAT
SAT cannot be executed on a
standby server
Logging off the System
For security, log off any time you leave your terminal. If you use terminal emulation software to
administer Communication Manager, log off the system and exit the emulation application
before switching to another software package.
Instructions
To log off:
1. Type logoff. Press Enter.
If the Facility Test Call or Remote Access features are administered, Alarm origination is
disabled, or if you have busied out resources or active minor or major alarms, a security
screen displays. You might want to take appropriate action (for example, disable these
features or address any alarms) before you log off.
If none of the above special circumstances exist, the system logs you off.
Figure 1: Logoff screen
Facility Test Call Administered
Remote Access Administered
Alarm Origination is currently disabled
Active major/minor alarm detected; be sure to resolve it
Proceed with Logoff? [n]
Administering Avaya Aura™ Communication Manager
May 2009
25
Chapter 1: System Basics
2. At the Proceed with Logoff prompt, type y to log off.
If you log off with alarm origination disabled and the system generates an alarm, Avaya
support services will not receive any notification of the alarm. For more information about
alarms, see the maintenance book for your system.
Administering User Profiles and Logins
Authentication, Authorization and Accounting (AAA) Services allows you to store and maintain
administrator account (login) information on a central server. Login authentication and access
authorization is administered on the central server.
For details on administering user profiles and logins, see AAA Services in Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-205, and
Maintenance Commands for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300431.
Establishing Daylight Savings Rules
Communication Manager allow you to set the daylight savings time rules so that features, such
as time-of-day routing and call detail recording (CDR), adjust automatically to daylight savings
time. The correct date and time ensure that CDR records are correct. You can set daylight
savings time rules to transition to and from daylight savings time outside of normal business
hours, so the number of affected CDR records is small.
You can set up 15 customized daylight savings time rules. This allows Communication Manager
administrators with servers in several different time zones to set up a rule for each. A daylight
savings time rule specifies the exact time when you want to transition to and from daylight
savings time. It also specifies the increment at which to transition (for example, 1 hour).
26
Administering Avaya Aura™ Communication Manager
May 2009
Establishing Daylight Savings Rules
Instructions
Establishing daylight savings rules
To modify a daylight savings rule:
1. Type change daylight-savings-rules. Press Enter.
The system displays the Daylight Savings Rules screen.
Rule 1 applies to all time zones in the U.S. and begins on the first Sunday on or after
March 8 at 2:00 a.m. with a 01:00 increment. Daylight Savings Time stops on the first
Sunday on or after November 1 at 2:00 a.m., also with a 01:00 increment (used as a
decrement when switching back to Standard time. This is the default.
The increment is added to standard time at the specified start time and the clock time
shifts by that increment (for example, for 01:59:00 to 01:59:59 the clock time shows 01:59
and at 02:00 the clock shows 03:00).notepad
On the stop date, the increment is subtracted from the specified stop time (for example, for
01:59:00 to 01:59:59 the clock time shows 01:59 and at 02:00 the clock shows 01:00).
Note:
Note:
You cannot delete a daylight savings rule if it is in use on either the Locations or
Date and Time screens. However, you can change any rule except rule 0 (zero).
2. To add a Daylight Savings Time rule, complete the Start and Stop fields with the day,
month, date, and time you want the system clock to transition to Daylight Savings Time
and back to standard time.
3. Press Enter to save your changes.
Note:
Note:
Whenever you change the time of day, the time zone, or daylight savings rules,
you must reboot the server for the changes to take effect. See the documentation
for your system for information on rebooting the server.
Displaying daylight savings time rules
To display daylight savings time rules:
1. Type display daylight-savings-rules. Press Enter.
The system displays the Daylight Savings Rules screen. Verify the information you
entered is correct.
Administering Avaya Aura™ Communication Manager
May 2009
27
Chapter 1: System Basics
Setting Time of Day Clock Synchronization
Time of Day Clock Synchronization enables a server to synchronize its internal clock to UTC
time provided by Internet time servers. Avaya uses the LINUX platform system clock connected
to an Internet time server to provide time synchronization. The interface for these systems is
web-based.
LINUX is used in:
●
Avaya S8XXX Server IP-PNC
●
Avaya S8XXX Server Fiber-PNC
●
Avaya S8XXX Server
Before you start:
Note:
●
A standard TCP/IP LAN connection is required to connect to the Internet time servers. If a
LAN connection is not available, time sync will be done by setting the platform clock
manually through the command line or web interface.
●
On the target server running Communication Manager, verify if Daylight Savings Time is
on.
Note:
These instructions are for Avaya DEFINITY CSI servers. For more information,
see Avaya Aura™ Call Center 5.2 Automatic Call Distribution (ACD) Reference,
07-602568.
To set Time of Day Clock Synchronization:
1. Activate the Avaya Site Administration screen.
2. Click the Fault & Performance tab.
The Fault & Performance icons display.
28
Administering Avaya Aura™ Communication Manager
May 2009
Setting Time of Day Clock Synchronization
Figure 2: Avaya Site Administration menu
3. Click Time Synchronization.
The Time Synchronization - Properties screen displays.
Administering Avaya Aura™ Communication Manager
May 2009
29
Chapter 1: System Basics
Figure 3: Time Synchronization - Properties screen
4. Click in the Offset box.
The Plus and Minus radio buttons and the Hours and Minutes fields display.
5. Click Next.
The Time Synchronization - Properties screen displays.
30
Administering Avaya Aura™ Communication Manager
May 2009
Setting Time of Day Clock Synchronization
Figure 4: Time Synchronization - Properties screen
6. Click Plus to add hours to the remote station (located to the west of the system time) or
click Minus to subtract hours to the remote station (located to the east of the system time).
7. In the hours field, enter the number of hours to be added or subtracted to synchronize with
the remote site.
8. Click Next.
The Time Synchronization - Schedule displays.
Administering Avaya Aura™ Communication Manager
May 2009
31
Chapter 1: System Basics
Figure 5: Time Synchronization - Schedule screen
9. Select either:
●
Run Now to run this program immediately and click Next.
●
Schedule this task to run and check the field below to determine if the default setting
is satisfactory. If this setting is not satisfactory, click Schedule.
The Scheduler screen displays.
32
Administering Avaya Aura™ Communication Manager
May 2009
Setting Time of Day Clock Synchronization
Figure 6: Scheduler screen
10. In the Date field, highlight each object and use the pull-down menu to select the desired
setting.
11. In the Time field, highlight each item of time and use the pull-down menu to select the
desired time.
12. In the Recurrent Pattern area, select one radio button for the desired frequency. Notice
that each radio button is explained in the area to the immediate right.
13. If there are times to be included, set to the desired frequency.
14. Click OK.
The Time Synchronization - Schedule displays.
15. Click Next.
The Time Synchronization - Summary screen displays.
Administering Avaya Aura™ Communication Manager
May 2009
33
Chapter 1: System Basics
Figure 7: Time Synchronization - Summary screen
16. If the time synchronization description is satisfactory, click Finish.
If the time synchronization is not satisfactory, click Back and revise the necessary
information.
Note:
Note:
Whenever you change the time of day, the time zone, or daylight savings rules,
you must reboot the server for the changes to take effect. See the documentation
for your system for information on rebooting the server.
For more information about setting time synchronization, see Avaya Aura™ Call Center 5.2
Automatic Call Distribution (ACD) Reference, 07-602568.
Setting the System Date and Time
Update the date and time for events such as a leap year, the change to or from daylight savings
time, or a system restart after a power failure. The correct date and time assure that Call Detail
Recording (CDR) records are correct. CDR does not work until the date and time have been
entered.
34
Administering Avaya Aura™ Communication Manager
May 2009
Setting the System Date and Time
Note:
Note:
Changing the date and time can modify CDR data by 9 hours and 59 minutes.
Therefore, you should change the date and time after normal business hours.
After you change the date and time, review the time settings for any adjunct
(other than CM Messaging) linked to your system that uses the system time.
Before you can set the date and time, you need to know whether it is currently daylight savings
or standard time and know which daylight savings rule number you want to use. Daylight
savings rule numbers are located on the Daylight Savings Rules screen. For information about
this screen, see Avaya Aura™ Communication Manager Screen Reference, 03-602878.
In our example, we set the date and time to Tuesday, November 5, 2006 at 8:30 p.m. standard
time.
To set the system date and time:
1. Type set time. Press Enter.
The system displays the Date and Time screen.
2. Complete the Date fields.
a. Type Tuesday in the Day of the Week field.
b. Type November in the Month field.
c. Type 5 in the Day of the Month field.
d. Type 2006 in the Year field.
3. Complete the Time fields.
Use the 24-hour clock to set the hour, so if the current time is 2:00 p.m., you enter 14:00.
You cannot update Second — it automatically resets to 0 when you save your changes.
a. Type 20 in the Hour field.
b. Type 30 in the Minute field (8:30 p.m.).
c. Type standard in the Type field.
d. Type 1 in the Daylight Savings Rule field.
4. Press Enter to save your changes.
Some display telephones might not automatically refresh the display when you change the
date or time. If this occurs, have each user press the date/time button on their telephone to
update the display.
Note:
Note:
Whenever you change the time of day, the time zone, or daylight savings rules,
you must reboot the server for the changes to take effect. See the documentation
for your system for information on rebooting the server.
Administering Avaya Aura™ Communication Manager
May 2009
35
Chapter 1: System Basics
Displaying the system date and time
To display the system date and time:
1. Type display time. Press Enter.
The system displays the Date and Time screen. Verify the information you entered is
correct.
Related topics
See Establishing Daylight Savings Rules on page 26 for more information about setting system
time.
For additional information, see Avaya Aura™ Call Center 5.2 Automatic Call Distribution (ACD)
Reference, 07-602568.
Using the Bulletin Board
Communication Manager allows you to post information to a bulletin board. You can also
display and print messages from other Avaya server administrators and Avaya personnel using
the bulletin board. Anyone with the appropriate permissions can use the bulletin board for
messages. Only one user can post or change a message at a time.
Whenever you log in, the system alerts you if you have any messages on the bulletin board and
the date of the latest message. Also, if Avaya personnel post high-priority messages while you
are logged in, you receive notification the next time you enter a command. This notification
disappears after you enter another command and reoccurs at login until deleted by Avaya
personnel.
You maintain the bulletin board by deleting messages you have already read. You cannot
delete high-priority messages. If the bulletin board is at 80% or more capacity, a message
appears at login indicating how much of its capacity is currently used (for example, 84%). If the
bulletin board reaches maximum capacity, new messages overwrite the oldest messages.
Note:
36
Note:
The bulletin board does not lose information during a system reset at level 1 or
level 2. If you save translations, the information can be restored if a system reset
occurs at levels 3, 4, or 5.
Administering Avaya Aura™ Communication Manager
May 2009
Using the Bulletin Board
Instructions
Displaying messages
To display the bulletin board:
1. Type display bulletin-board. Press Enter.
The system displays the Bulletin Board screen.
Posting a message
In our example, we post a message to the bulletin board about a problem with a new trunk
group, and an Avaya representative replies to our message.
To post a message to the bulletin board:
1. Type change bulletin-board. Press Enter.
The system displays the Bulletin Board screen. There are three pages of message space
within the bulletin board. The first page has 19 lines, but you can only enter text on lines
11-19. The first 10 lines on page 1 are for high-priority messages from Avaya personnel
and are noted with an asterisk (*). The second and third pages each have 20 lines, and
you can enter text on any line. The system automatically enters the date the message was
posted or last changed to the right of each message line.
2. Type your message.
You can enter up to 40 characters of text per line. You also can enter one blank line. If you
enter more than one blank line, the system consolidates them and displays only one. The
system also deletes any blank line if it is line one of any page. You cannot indent text on
the bulletin board. The Tab key moves the cursor to the next line.
3. Press Enter to save your changes.
Deleting messages
To delete a message from the bulletin board:
1. Type change bulletin-board. Press Enter.
The system displays the Bulletin Board screen.
2. Enter a space as the first character on each line of the message you want to delete. Press
Enter.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
37
Chapter 1: System Basics
Saving Translations
Communication Manager retains all translation data in memory while the system is operating. If
it goes down, you lose all this translation data. You must save in-memory translation data to the
memory card (flash ROM), disk, or tape. Saving translation data to memory card or tape is the
same as backing up your system.
Note:
Note:
Save translations on a daily basis. You might want to save translations after
business hours to prevent dial tone delays or during slow business hours if your
business is open 24 hours.
The save translation command writes two time-stamped identical copies of the translation
data to the selected memory card, disk, or tape. The save writes one complete copy first, then
writes the second copy in a different area of the device — both with the same time-stamp.
Failure during a save, including a system crash, usually affects only one copy. The affected
copy is marked bad and should not be used for backup.
You can set save translation to be completed automatically as part of regularly scheduled
maintenance or manually, as needed. For more information about saving translations
automatically, see the maintenance book for your system.
Tip:
Tip:
To determine if your system saves translations automatically, type display
system-parameters maintenance to see if you have scheduled
maintenance.
Translation copy protection assigns a number to a specific telephone system and to the flash
card or set of flash cards that belong to that system. For Communication Manager on a
DEFINITY Server CSI, this number is the same on both the translation storage device (flash
card) and the Flash PROM (Programmable Read Only Memory) of the processor circuit pack. In
a duplicated system, the Flash PROM of each processor circuit pack has a translation ID and
both ID’s are stored on the memory card.
An attempt to initialize (boot) the system with translations that do not contain the same
identification number as stored in the processor circuit pack raises a major alarm and disables
access to the save translations command for all non-Avaya logins. You also receive a
warning message on the copyright screen notifying you of the mismatch. Contact your Avaya
representative to correct this mismatch and reset the save translations command. You
must correct the mismatch before the end of the specified grace period, otherwise you cannot
access system management commands (such as: add, change, remove, and duplicate) that
modify translation data. Avaya specifies the grace period during a system installation or
following an upgrade.
38
Administering Avaya Aura™ Communication Manager
May 2009
Saving Translations
Before you start
If you are saving translations to a memory card or tape, you must verify the memory card or
tape is in place and clear any active alarms from the alarms panel.
If you have Communication Manager on a DEFINITY Server CSI, verify the memory card
translation ID matches the translation ID of your server’s Flash PROM.
Instructions
In our example, we save translations to the tapes on both processor A and B.
To save translations manually:
1. Type save translation both tape. Press Enter.
The save process can take up to 10 minutes. You cannot administer your system while the
save is in process. The Save Translation screen (Figure 8) displays.
Figure 8: Save Translation screen
SAVE TRANSLATION
Processor
SPE_A
SPE_B
Command Completion StatusError Code
Success
0
Success
0
2. If there is an error message in the Command Completion Status field and an error code
in the Error Code field, clear the error and repeat the save process.
More information
When mass storage system (MSS) devices on both processors in a duplicated server system
are specified, translation data is saved from the active processor to the active and standby MSS
devices at the same time. If the save to one device fails or one device is out of service, the other
save continues. You receive the status of each save separately.
Administering Avaya Aura™ Communication Manager
May 2009
39
Chapter 1: System Basics
Note:
Note:
If you have a duplicated server system and you save translation data to both MSS
devices one at a time, translation data inconsistencies between the two devices
can occur.
Fixing problems
Note:
Note:
You cannot see whether the translation ID on the flash card corresponds to the
number on the Processor circuit packs. However, if the numbers do not match,
the system issues an error message when you attempt a save translation
operation.
When failures occur, the system responds with the following error codes.
Problem
Possible causes
Solution
1
Save translation cannot
write to the active drive.
Repeat the save translation
process for the active drive.
2
Save translation cannot
write to the standby drive.
Repeat the save translation
process for the standby drive.
For more information about error messages and how to correct them, or backing up or restoring
your system, see the maintenance book for your system.
Performing Backups
Information on performing backups to your system can be found in the Maintenance Procedures
for Avaya Aura™ Communication Manager, Media Gateways and Servers, 03-300432.
40
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 2: Planning the System
Understanding Your Configuration
At a very basic level, Communication Manager consists of hardware to perform call processing,
and the software to make it run. You use the administration interface to let the system know
what hardware you have, where it is located, and what you want the software to do with it.
You can find out which circuit packs are in the system and which ports are available by entering
the command list configuration all. There are variations on this command that display
different types of configuration information. Use the help function to experiment, and see which
command works for you.
To view a list of port boards on your system:
Type list configuration port-network. Press Enter.
The system displays the System Configuration screen, which shows all the boards on your
system that are available for connecting telephones, trunks, data modules and other equipment.
You can see the board number, board type, circuit-pack type, and status of each board’s ports.
The u entries on this screen indicate unused ports that are available for you to administer.
These might also appear as p or t, depending on settings in your system.
You will find many places in the administration interface where you are asked to enter a port or
slot. The port or slot is actually an address that describes the physical location of the equipment
you are using.
A port address is made up of four parts:
●
media gateway — the main housing for all the server equipment. Media Gateways are
numbered starting with 01.
●
carrier — the rack within the media gateway that holds a row of circuit packs. Each carrier
within a media gateway has a letter, A to E.
●
slot — the space in the carrier that holds an individual circuit pack. Slots are numbered
01-16.
●
port — the wire that is connected to an individual piece of equipment (such as a telephone
or data module). The number of ports on a circuit pack varies depending on the type.
So, if you have a single-carrier media gateway, the circuit pack in slot 06 would have the
address 01A06. If you want to attach a telephone to the 3rd port on this board, the port address
is 01A0603 (01=media gateway, A=carrier, 06=slot, 03=port).
Administering Avaya Aura™ Communication Manager
May 2009
41
Chapter 2: Planning the System
Understanding the Dial Plan
Your dial plan tells your system how to interpret dialed digits. For example, if you dial 9 on your
system to access an outside line, it is actually the dial plan that tells the system to find an
external trunk when a dialed string begins with a 9.
The dial plan also tells the system how many digits to expect for certain calls. For example, the
dial plan might indicate that all internal extensions are 4-digit numbers that start with 1 or 2.
Let us take a look at an example dial plan so you’ll know how to read your system’s dial plan.
The following figure shows an example of a simple dial plan.
Figure 9: Dial Plan Analysis Table screen
display dialplan analysis
Page 1 of x
DIAL PLAN ANALYSIS TABLE
Location: All
Dialed
String
00
1
2
3
3
4
4
5
5
6
7210
8
9
*
#
Total
Length
2
3
4
5
1
1
5
5
7
5
7
7
1
3
3
Call
Type
attd
dac
ext
ext
aar
ars
ext
ext
ext
ext
ext
ext
fac
fac
fac
Dialed
String
Total Call
Length Type
Percent Full: 7
Dialed
String
Total Call
Length Type
The Dial Plan Analysis Table defines the dialing plan for your system.
Note:
42
Note:
In Communication Manager 5.0 and later, you can administer dial plans
per-location. Typing the command change dialplan analysis displays the
all-locations Dial Plan Analysis screen. To access a per-location screen, type
change dialplan analysis location n, where n represents the number
of a specific location. For details on command options, see online help, or
Maintenance Commands for Avaya Aura™ Communication Manager, Media
Gateways and Servers, 03-300431.
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Dial Plan
The Call Type column in the Dial Plan Analysis Table indicates what the system does when a
user dials the digit or digits indicated in the Dialed String column. The Total Length column
indicates how long the dialed string will be for each type of call. For example, this dial plan
shows that when users dial a 5-digit number that starts with 3, they are dialing an extension.
The Dial Plan Analysis Table in our example contains the following call types:
●
Attendant (attd) — Defines how users call an attendant. Attendant access numbers can be
any number from 0 to 9 and contain 1 or 2 digits.
In our example figure, the system calls an attendant when users dial 00.
●
Dial access code — Allows you to use trunk access codes (TAC) and feature access
codes (FAC) in the same range. For example, you could define the group 100 to 199,
which would allow both FAC and TAC in that range. Dial access codes can start with any
number from 1 to 9, * and #, and contain up to 4 digits.
In our example figure, dial access codes begin with 1 and must be 3 digits long.
Note:
The Dial Plan Analysis Table does not allow you to enter a range specifically for
trunk access codes. However, the Trunk Group screen still allows you to assign a
TAC to a trunk group. The TAC you enter on the Trunk Group screen must match
the format you have administered for a DAC on the Dial Plan Analysis Table.
Note:
●
Extensions (ext) — Defines extension ranges that can be used on your system. In our
figure, extensions must be in the ranges 30000 to 39999, 40000 to 49999 and 50000 to
59999.
●
Feature access codes (fac) only — FAC can be any number from 1 to 9 and contain up to
4 digits. You can use * or #, but only as a first digit. In our example, feature access codes
can begin with * or # and are 3-digits long.
The Dial Plan Analysis Table works with the Dial Plan Parameters Table for fully defining your
dial plan. The Dial Plan Parameters Table allows you to set system-wide parameters for your
dial plan, or to define a Dial Plan Parameters Table per-location.
Displaying your dial plan
You might want to take this opportunity to look at and interpret your own dial plan. To display
your system’s dial plan:
1. Type display dialplan analysis or display dialplan analysis location
n, where n represents the number of a specific location. Press Enter.
Administering Avaya Aura™ Communication Manager
May 2009
43
Chapter 2: Planning the System
Modifying your dial plan
It is easy to make changes to your dial plan. For example, we will add a new range of dial
access codes to the dial plan. We want to be able to assign both FAC and TAC in the 700 to
799 range.
1. Type change dialplan analysis or change dialplan analysis location n,
where n represents the number of a specific location. Press Enter.
The system displays the Dial Plan Analysis Table screen.
2. Move the cursor to an empty row.
3. Type 7 in the Dialed String column. Press Tab to move to the next field.
4. Type 3 in the Total Length column. Press Tab to move to the next field.
5. Type dac in the Call Type column.
6. Press Enter to save your changes.
Adding extension ranges
You might find that as your needs grow you want a new set of extensions. Before you can
assign a station to an extension, the extension must belong to a range that is defined in the dial
plan. We will add a new set of extensions that start with 3 and are 4 digits long (3000 to 3999).
To add this set of extensions to the dial plan:
1. Type change dialplan analysis or change dialplan analysis location n,
where n represents the number of a specific location. Press Enter.
The system displays the Dial Plan Analysis Table screen.
2. Move the cursor to an empty row.
3. Type 3 in the Dialed String column. Press Tab to move to the next field.
4. Type 4 in the Total Length column. Press Tab to move to the next field.
5. Type ext in the Call Type column.
6. Press Enter to save your changes.
Administering a Uniform Dial Plan
You can set up a Uniform Dialing Plan that can be shared among a group of servers. For more
information, see Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205.
44
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Dial Plan
Administering a Multi-Location Dial Plan
When a customer migrates from a multiple independent node network to a single distributed
server whose gateways are distributed across a data network, it might initially appear as if some
dial plan functions are no longer available.
The multi-location dial plan feature preserves dial plan uniqueness for extensions and
attendants that were provided in a multiple independent node network, but appear to be
unavailable when customers migrate to a single distributed server. This feature is available
beginning with Communication Manager Release 2.0.
For example, in a department store with many locations, each location might have had its own
switch with a multiple independent node network. The same extension could be used to
represent a unique department in all stores (extension 123 might be the luggage department). If
the customer migrates to a single distributed server, a user could no longer dial 123 to get the
luggage department in their store. The user would have to dial the complete extension to
connect to the proper department.
Instead of having to dial a complete extension, the multi-location dial plan feature allows a user
to dial a shorter version of the extension. For example, a customer can continue to dial 123
instead of having to dial 222-123.
Communication Manager takes leading digits of the location prefix and adds some or all of its
leading digits (specified on the Uniform Dial Plan screen) to the front of the dialed number. The
switch then analyzes the entire dialed string and routes the call based on the administration on
the Dial Plan Parameters and Dial Plan Analysis screens.
Note:
Before you can administer the multi-location dial plan feature, the Multiple
Locations field on the System Parameters Customer-Options (Optional
Features) screen must be enabled. To check if this is enabled, use the display
system-parameters customer-options command. The Multiple
Locations field is on page 3 of the System Parameters Customer-Options
(Optional Features) screen. Ensure that the field is set to y.
Note:
Prepending the location prefix to dialed numbers
Use the Insert Digits field on the Uniform Dial Plan Table screen to assign the location prefix
from the caller’s location on the Locations screen. The system adds some or all of its leading
digits (specified on the Uniform Dial Plan screen) to the front of the dialed number. The switch
then analyzes the entire dialed string and routes the call based on the administration on the Dial
Plan Parameters screen.
●
Non-IP telephones and trunks inherit the location number of the hardware they are
connected to (for example, the media gateway, remote office, or media gateway).
●
IP telephones indirectly obtain their location number.
Administering Avaya Aura™ Communication Manager
May 2009
45
Chapter 2: Planning the System
- A location number is administered on the IP Network Region screen that applies to all
telephones in that IP region.
- If a Location field is left blank on an IP Network Region screen, an IP telephone
derives its location from the media gateway where the C-LAN board is that the
telephone registered through.
●
IP trunks obtain their location from the location of its associated signaling group. Either
direct administration (only possible for signaling groups for remote offices), or the ways
described for IP telephones, determines the location.
●
Extension to Cellular endpoints for any applications obtain their location from the Stations
with Off-PBX Telephone Integration screen.
For more information about setting up multiple locations, refer to Setting up Multiple
Locations on page 256.
Other options for the dial plan
You can establish a dial plan so that users only need to dial one digit to reach another
extension. You can also establish a dial plan that allows users to dial, for example, two digits to
reach one extension, and thee digits to reach another. This is particularly useful in the
hospitality industry, where you want users to be able to simply dial a room number to reach
another guest.
If you have Communication Manager 5.0 or later, you can administer dial plans per-location. To
access a per-location screen, type change dialplan analysis location n, where n
represents the number of a specific location. For details on command options, see online help,
or Maintenance Commands for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300431.
Adding feature access codes
As your needs change, you might want to add a new set of FAC for your system. Before you
can assign a FAC on the Feature Access Code (FAC) screen, it must conform to your dial plan.
In our example, if you want to assign a feature access code of 33 to Last Number Dialed, first
you need to add a new FAC range to the dial plan.
To add a FAC range from 30 to 39:
1. Type change dialplan analysis or change dialplan analysis location n,
where n represents the number of a specific location. Press Enter.
The system displays the Dial Plan Analysis Table screen.
2. Move the cursor to an empty row.
3. Type 3 in the Dialed String column. Press Tab to move to the next field.
46
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Dial Plan
4. Type 2 in the Total Length column. Press Tab to move to the next field.
5. Type fac in the Call Type column.
6. Press Enter to save your changes.
Changing feature access codes
Feature access codes (FAC) allow users to activate and deactivate features from their
telephones. A user who knows the FAC for a feature does not need a programmed button to
use the feature. For example, if you tell your users that the FAC for the Last Number Dialed is
*33, then users can redial a telephone number by entering the FAC, rather than requiring a Last
Number Dialed button.
Many features already have factory-set feature access codes. You can use these default codes
or you can change them to codes that make more sense to you. However, every FAC must
conform to your dial plan and must be unique. For more information about the dial plan, refer to
Understanding the Dial Plan on page 42.
Let us try an example. If you want to change the feature access code for Call Park to *72:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Move the cursor to the Call Park Access Code field.
3. Type *72 in the access code field over the old code.
4. Press Enter to save your changes.
If you try to enter a code that is assigned to a feature, the system warns you of the
duplicate code and does not allow you to proceed until you change one of them.
Tip:
Tip:
To remove any feature access code, merely delete the existing FAC and leave
the field blank.
Administering Dial Plan Transparency (DPT)
The Dial Plan Transparency (DTP) feature preserves users’ dialing patterns when a media
gateway registers with a local survivable processor (LSP), or when a Port Network requests
service from an Enterprise Survivable Server (ESS). Note that this feature does not provide
alternate routing for calls made between Port Networks connected via networks other than IP
(e.g., ATM or DS1C), and that register to different ESS servers during a network outage.
Administering Avaya Aura™ Communication Manager
May 2009
47
Chapter 2: Planning the System
Administration of Dial Plan Transparency (DPT) is similar to setting up Inter-Gateway Alternate
Routing (IGAR). You must first enable the DPT feature, then set up Network Regions and trunk
resources for handling the DPT calls. For ESS servers, you must also assign Port Networks to
communities. The following table show the screens and field used in setting up Dial Plan
Transparency:
Screen name
Purpose
Feature-Related System
Parameters
●
Enable the DPT feature for
your system.
●
●
Indicate the Class of
Restriction to use for the
Dial Plan Transparency
feature.
●
Administer the DPT feature for
Network Regions.
●
Enter the community
assignments for each Port
Network.
Community
IP Network Region
System Parameters Port
Network
Fields
●
Enable Dial Plan
Transparency in
Survivable Mode?
COR to use for DPT
Incoming LDN Extension
Dial Plan Transparency in
Survivable Mode?
For more information on the Dial Plan Transparency feature, see Dial Plan Transparency in
Avaya Aura™ Communication Manager Feature Description and Implementation, 555-245-205.
Controlling the features your users can access
Communication Manager offers a wide range of features and functions. Some of these you can
administer differently from one user to the next. For example, you can give one user a certain
set of telephone buttons, and the next user a completely different set, depending on what each
person needs to get his/her job done. You decide on these things as you administer the
telephones for these individuals. Refer to Telephone Feature Buttons Table on page 108 for
more information.
You can also establish classes of service (COS) to control the Communication Manager
features that users can access. For example, you can permit users to forward their calls, or
restrict them from placing priority calls. Once you have set permissions for a class of service,
you assign this COS to a user’s telephone or other device.
Classes of service are very similar to classes of restriction. COR and COS do not overlap in the
access or restrictions they control.
48
Administering Avaya Aura™ Communication Manager
May 2009
System-wide settings
Class of service and class of restriction give you great flexibility with what you allow users to do.
If you are in doubt about the potential security risks associated with a particular permission,
contact your Avaya technical support representative.
System-wide settings
There are some settings that you enable or disable for the entire system, and these settings
effect every user. You might want to look over the various System Parameters screens and
decide which settings best meet the needs of your users.
To see a list of the different types of parameters that control your system, type display
system-parameters. Press Help. You can change some of these parameters yourself. Type
change system-parameters. Press Help to see which types of parameters you can
change. In some cases, an Avaya technical support representative is the only person who can
make changes, such as to the System Parameters Customer-Options (Optional Features)
screen. For information about this screen, see Avaya Aura™ Communication Manager Screen
Reference, 03-602878.
Type list usage to see all the instances of an object, such as an extension or ip address, in
your system. This is useful when you attempt to change administration and receive an "in use"
error. See Maintenance Commands for Avaya Aura™ Communication Manager, Media
Gateways and Servers, 03-300431, for more information.
This chapter offers a few examples of how you establish these system-wide settings. Avaya
Aura™ Communication Manager Screen Reference, 03-602878, contains explanations of each
of the system parameters screens, and how to use them.
Changing system parameters
You can modify the system parameters that are associated with some of the system features.
For example, you can use the system parameters to allow music to play if callers are on hold or
to allow trunk-to-trunk transfers on the system.
Generally, Avaya sets your system parameters when your system is installed. However, you
can change these parameters as your organization’s needs change. For example, let us say
that you are told that the number of rings between each point for new coverage paths should
change from 4 to 2 rings.
To change the number of rings:
1. Type change system-parameters coverage/forwarding. Press Enter.
The system displays the System-Parameters Call Coverage/Call Forwarding screen.
Administering Avaya Aura™ Communication Manager
May 2009
49
Chapter 2: Planning the System
2. In the Local Coverage Subsequent Redirection/CFWD No Answer Interval field, type
2.
3. Press Enter to save your changes.
Each telephone in a Call Coverage path now rings twice before the call routes to the next
coverage point. The Local Cvg Subsequent Redirection/CFWD No Ans Interval field
also controls the number of rings before the call is forwarded when you use Call
Forwarding for busy/don’t answer calls. This applies only to calls covered or forwarded to
local extensions. Use Off-Net to set the number of rings for calls forwarded to public
network extensions.
Setting WAN bandwidth limits between network regions
Using the Communication Manager Call Admission Control: Bandwidth Limitation (CAC-BL)
feature, you can specify a VOIP bandwidth limit between any pair of IP network regions, and
then deny calls that need to be carried over the WAN link that exceed that bandwidth limit.
Bandwidth limits can be administered in terms of:
●
Kbit/sec WAN facilities
●
Mbit/sec WAN facilities
●
Explicit number of connections
●
No limit
It is highly recommended that you have the following design information before setting the
bandwidth limits and mapping the connections:
1. Network topology and WAN link infrastructure.
2. An understanding of the Committed Information Rate (CIR) for the WAN infrastructure.
3. Overlay/design of the Network Regions mapped to the existing topology.
4. Codec sets administered in the system.
5. Bandwidth is assumed to be full duplicated server.
50
Administering Avaya Aura™ Communication Manager
May 2009
Setting WAN bandwidth limits between network regions
The following table can be used to help assess how much bandwidth (in Kbits/sec) is used for
various types of codecs and packet sizes. The values shown assume a 7 byte L2 WAN header
(and are rounded up).
Table 1: Bandwidth usage (in Kbits/sec) based on packet size and codec selection
Packet
Size
10 ms
20 ms
30 ms
40 ms
50 ms
60 ms
G.711
102
83
77
74
72
71
G.729
46
27
21
18
16
15
G.723-6.3
NA
NA
19
NA
NA
13
G.723-5.3
NA
NA
18
NA
NA
12
These values, when compared to the actual bandwidth used for 8 byte as well as 10 byte L2
WAN headers are not significantly different. In some cases, the rounded up values shown
above are greater than values used for 10 bytes.
The bandwidth usage numbers shown above assume 6 bytes for Multilink Point-to-Point
Protocol (MP) or Frame Relay Forum (FRF), 12 Layer 2 (L2) header, and 1 byte for the
end-of-frame flag on MP and Frame Relay frames for a total of 7 byte headers only. They do not
account for silence suppression or header compression techniques, which might reduce the
actual bandwidth. For other types of networks (such as Ethernet or ATM) or for cases where
there is a lot of silence suppression or header compression being used, the network might be
better modeled by administering the CAC-BL limits in terms of number of connections rather
than bandwidth used.
Instructions
Note:
Note:
All DIRECT links must be administered first, and INDIRECT links administered
last.
To set bandwidth limitations between directly-connected network regions:
1. Type change ip-network region <n>, where n is the region number you want to
administer. Press Enter.
The system displays the IP Network Region screen.
2. Scroll to page 3 of the screen, Inter Network Region Connection Management.
3. In the codec-set field, enter the number (1-7) of the codec set to be used between the two
regions.
4. In the Direct WAN field, enter y.
Administering Avaya Aura™ Communication Manager
May 2009
51
Chapter 2: Planning the System
5. In the WAN-BW-limits field, enter the number and unit of measure (Calls, Kbits, Mbits, No
Limit) that you want to use for bandwidth limitation.
6. Press Enter to save your changes.
To set bandwidth limitations between indirectly-connected network regions:
1. Type change ip-network region <n>, where n is the region number you want to
administer. Press Enter.
The system displays the IP Network Region screen.
2. Scroll to page 3 of the screen, Inter Network Region Connection Management.
3. In the codec-set field, enter the number (1-7) of the codec set to be used between the two
regions.
4. In the Direct WAN field, enter n.
5. In the Intervening-regions fields, enter up to four intervening region numbers between
the two indirectly connected regions.
6. In the Dynamic CAC Gateway field, set the gateway that reports the bandwidth limit for
this link. The gateway must be configured to be a CAC gateway.
7. Press Enter to save your changes.
Note:
Type display ip-network region <n> to view the current settings of
inter-network region connections. Type status ip-network region <n> to
view the current status (that is, bandwidth and number of connections being
used) of network-region connections.
Note:
Administering Treatment for Denied or Invalid Calls
You can administer your system to reroute denied or invalid calls to an announcement, the
attendant, or to another extension.
Instructions
In this example, we want:
52
●
all outward restricted call attempts to route to an announcement at extension 2040
●
all incoming calls that are denied to route to the attendant
●
all invalid dialed numbers to route to an announcement at extension 2045
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Music-on-Hold
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. In the Controlled Outward Restriction Intercept Treatment field, type
announcement.
Another blank field appears.
3. In this blank field, type 2040.
This is the extension of an announcement you recorded earlier.
4. In the DID/Tie/ISDN Intercept Treatment field, type attd.
This allows the attendant to handle incoming calls that have been denied.
5. In the Invalid Number Dialed Intercept field, type announcement.
Another blank field appears.
6. In this blank field, type 2045.
This is the extension of an announcement you recorded earlier.
7. Press Enter to save your changes.
Setting up Music-on-Hold
Music-on-Hold automatically provides music to a caller placed on hold. Music lets the caller
know that the connection is still active. The system does not provide music to callers in a
multiple-party connection who are in queue, on hold, or parked.
For more information on locally-sourced Music-on-Hold, see the Locally Sourced
Announcements and Music feature in Avaya Aura™ Communication Manager Feature
Description and Implementation, 555-245-205.
Locally sourced announcements and music
The Locally Sourced Announcements and Music feature is based on the concept of audio
source groups. This feature allows announcement and music sources to be located on any or all
of the Voice Announcement with LAN (VAL) boards or on virtual VALs (vVAL) in a media
gateway. The VAL or vVAL boards are assigned to an audio group. The audio group is then
assigned to an announcement or audio extension as a group sourced location. When an
incoming call requires an announcement or Music-on-Hold, the audio source that is closest to
the incoming call trunk plays.
Administering Avaya Aura™ Communication Manager
May 2009
53
Chapter 2: Planning the System
Storing audio locally minimizes audio distortion because the audio is located within the same
port network or gateway as the caller. Therefore, this feature improves the quality of
announcements and music on hold. This feature also reduces resource usage, such as VoIP
resources, because the nearest available audio source of an announcement or music is played.
Locally Sourced Announcements and Music also provides a backup for audio sources because
multiple copies of the audio files are stored in multiple locations. Audio sources are assigned
either to an audio group or a Music-on-Hold group.
An audio group is a collection of identical announcement or music recordings stored on one or
more VAL or vVAL boards. The audio group can contain announcements and music. The
nearest recording to a call plays for that call.
A Music-on-Hold (MOH) group is a collection of externally connected and continuously playing
identical music sources. An example of a Music-on-Hold source is a radio station connected to
a media gateway using an analog station port. Multiple Music-on-Hold sources can be used in
the same system. Like the audio group, the nearest music source to a call plays for that call.
As with the Music-on-Hold feature, only one music source is defined for a system or for a tenant
partition. However, you can define a music source as a group of Music-on-Hold sources.
Therefore, both non-tenant and tenant systems can use the group concept to distribute
Music-on-Hold sources throughout a system.
Adding an audio group
To add an audio group:
1. Type add audio-group n, where n is the group number you want to assign to this audio
group, or next to assign the next available audio group number in the system. Press
Enter.
The system displays the Audio Group screen.
2. In the Group Name field, type an identifier name for the group.
3. In the Audio Source Location fields, type in the VAL boards or vVAL location designators
for each audio source in the audio group.
4. Press Enter to save your changes.
Adding a Music-on-Hold group
To add a Music-on-Hold group:
1. Type add moh-analog-group n, where n is the Music-on-Hold group number. Press
Enter.
The system displays the MOH Group screen.
2. In the Group Name field, type in an identifier name for the Music-on-Hold group.
3. In the MOH Source Location numbered fields, type in the Music-on-Hold VAL or vVAL
source locations.
54
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Music-on-Hold
4. Press Enter to save your changes.
Setting system parameters for Music-on-Hold
You must administer the Music-on-Hold (MOH) feature at the system level to allow local callers
and incoming trunk callers to hear music while on hold. Note that if your system uses Tenant
Partitioning, you cannot set up Music on Hold this way. See Providing MOH Service for Multiple
Tenants on page 55 for more information.
To set system parameters for MOH:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. In the Music/Tone On Hold field, type music.
The system displays the Type field.
3. In the Type field, enter the type of music source you want to utilize for MOH: an extension
(ext), an audio group (group), or a port on a circuit pack (port).
4. In the text field that appears to the right of your Type selection, type the extension number,
the audio group, or the port address of the music source.
5. In the Music (or Silence) on Transferred Trunk Calls, type all.
6. Press Enter to save your changes.
7. Now administer a class of restriction with Hear System Music on Hold set to y, to allow
your local users to hear Music-on-Hold.
Providing MOH Service for Multiple Tenants
If you manage the switching system for an entire office building, you might need to provide
individualized telephone service for each of the firms who are tenants. You can set up your
system so that each tenant can have its own attendant, and can chose to have music or play
special announcements while callers are on hold.
Before you can administer tenants in your system, Tenant Partitioning must be set to y on the
System Parameters Customer-Options (Optional Features) screen. This setting is controlled by
your license file.
The following example illustrates how to administer the system to allow one tenant to play
Country music for callers on hold, and another to play Classical music.
1. Type change music-sources. Press Enter.
The system displays the Music Sources screen.
2. For Source No 1, enter music in the Type column. A Type field appears under the
Source column.
3. In the Type field, enter port. A blank text field appears.
Administering Avaya Aura™ Communication Manager
May 2009
55
Chapter 2: Planning the System
4. Enter the port number, 01A1001 in this case, in the text field.
5. In the description field, enter Country.
6. Move to Source 3, and enter music in the Type column, port in the Type field, 01A1003
for the port number, and Classical for the Description.
7. Press Enter to save your changes.
8. Type change tenant 1. Press Enter.
The system displays the Tenant screen.
9. In the Tenant Description field, type Dentist.
This identifies the client in this partition.
10. In the Attendant Group field, type 1.
Note:
Note:
The attendant group number must also appear in the Group field of the Attendant
Console screen for this tenant.
11. In the Music Source field, type 1.
Callers to this tenant will now hear country music while on hold.
12. Press Enter to save your changes.
13. To administer the next partition, type change tenant 2. Press Enter.
14. Administer this tenant, Insurance Agent, to use Attendant Group 2 and Music Source 3. Be
sure to change the Attendant Console screen so that this attendant is in group 2.
This tenant’s callers will hear classical music on hold.
More MOH information
If a call with either Data Privacy or Data Restriction activated is placed on hold, the Music/Tone
on Hold is withheld. This is to prevent transmission of a musical tone that a connected data
service might falsely interpret as a data transmission.
If you administer the Music/Tone on Hold field to provide music, the system provides the music
after a hunt group or Automatic Call Distribution (ACD) split delayed announcement.
Music on Hold might sound distorted when played to IP trunks or to IP telephones through
certain codecs, particularly the G.723 codec. You can provide different on-hold materials for
these endpoints. Using the instructions for Providing MOH Service for Multiple Tenants, create
one tenant partition for all endpoints that do not use the G.723 codec and administer Music on
Hold for this tenant. Create another tenant partition for endpoints that use the G.723 codec and
administer silence, news, or other material that does not sound distorted for these endpoints.
56
Administering Avaya Aura™ Communication Manager
May 2009
Receiving Notification in an Emergency
Receiving Notification in an Emergency
If one of your users calls an emergency service such as the police or ambulance, someone,
perhaps the receptionist, security or the front desk, needs to know who made the call. Thus,
when the emergency personnel arrive, they can be directed to the right place.
You can set up Communication Manager to alert the attendant and up to ten other extensions
whenever an end-user dials an emergency number. The display on the notified user’s telephone
shows the name and number of the person who placed the emergency call. The telephones
also ring with a siren-type alarm, which users must acknowledge to cancel.
Before you start
Decide if you want one user to be able to acknowledge an alert, or if all users must respond
before an alert is cancelled.
Verify that the ARS field is y on the System Parameters Customer-Options (Optional Features)
screen. For information about this screen, see Avaya Aura™ Communication Manager Screen
Reference, 03-602878.
Make sure that the extensions you notify belong to physical digital display telephones. Refer to
Telephone Reference documentation for a list of telephone types. When you assign crisis alert
buttons to the telephones, check the Type field on the Station screen to be sure you are not
using a virtual extension.
Instructions
In this example, we will set up the system to notify the attendant and the security guards at all 3
entrances when someone dials the emergency number 5555. All three guards must
acknowledge the alert before it is silent.
1. Type change ars analysis n. Press Enter.
The system displays the ARS Digit Analysis Table screen.
2. In the Dialed String field, type 5555.
This is the number that end-users dial to reach emergency services.
3. In the Total Min and Max fields, type 4.
In this example, the user must dial all 4 digits for the call to be treated as an emergency
call.
4. In the Route Pattern field, type 1.
In this example, we use route pattern 1 for local calls.
Administering Avaya Aura™ Communication Manager
May 2009
57
Chapter 2: Planning the System
5. In the Call Type field, type alrt.
This identifies the dialed string 5555 as one that activates emergency notification.
6. Press Enter to save your changes.
Now set up the attendant console to receive emergency notification.
7. Type change attendant 1. Press Enter.
The system displays the Attendant Console screen.
8. In the feature button area, assign a crss-alert button.
9. Press Enter to save your changes.
10. Assign a crss-alert button to each security guard’s telephone.
You cannot assign this button to a soft key. See Adding Feature Buttons on page 105 for
more information.
Finally, we make sure that all security personnel and the attendant will have to acknowledge the
alert.
11. Type change system-parameters crisis-alert. Press Enter.
The system displays the Crisis Alert System Parameters screen.
12. Go to the Every User Responds field and type y.
13. Press Enter to save your changes.
More information
Attendants cancel an alert by pressing the crisis alert button three times. The first button push
turns off the siren, the second stops the lamp from flashing, and the third clears the display.
Digital telephone users cancel the siren by pushing the crisis alert button. If you have set the
system so that only one user needs to respond, this stops the alerting at all telephones. If all
users must respond, each telephone continues to alert until that user presses the crisis alert
button to acknowledge the alarm. The emergency caller’s name and extension remain on the
display at this point. To completely cancel an alert and clear their displays, users press the
Normal button.
Once you administer Crisis Alert, Communication Manager still records each emergency call
and sends a record to the journal printer, if available. If not, you can view the emergency log
with the command list emergency.
58
Administering Avaya Aura™ Communication Manager
May 2009
Notifying a Digital Pager of an Emergency
Related topics
To determine what types of digital telephones have displays, see the Telephone Reference
documentation
For information on setting up Centralized Automatic Message Accounting (CAMA) trunks and
providing Caller’s Emergency Service Identification (CESID) information to your local
community’s Enhanced 911 system, see the CAMA Numbering Format screen,
For information about updating station location information without having to change the USA
911 system’s Automatic Location Identification database, see the Emergency Location
extension field in the Station screen.
For information on how to administer IP telephones to make emergency calls, see Setting up
emergency calls on IP telephones on page 95.
For more information on individual features, see Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205.
Notifying a Digital Pager of an Emergency
You also have the option of having your emergency calls go to a digital pager. When someone
dials an emergency number (for example, 911), the system sends the extension and location
(that originated the emergency call) to the administered pager.
Before you start
●
You need to administer a crss-alert button on at least one of the following.
- Attendant Console (use the change attendant command)
- Digital telephone set (use the change station command)
●
The ARS Digit Analysis Table must have emergency numbers in the Call Type column set
to alrt (crisis alert).
●
You need a digital numeric pager.
Administering Avaya Aura™ Communication Manager
May 2009
59
Chapter 2: Planning the System
Instructions
To set up crisis alert to a digital pager:
1. Type change system-parameters crisis-alert. Press Enter.
The system displays the Crisis Alert System Parameters screen.
2. In the Alert Pager field, type y.
This allows you to use the Crisis Alert to a Digital Pager feature and causes additional
crisis alert administration fields to appear.
3. In the Originating Extension field, type a valid unused extension to send the crisis alert
message.
We’ll type 7768.
4. In the Crisis Alert Code field, type 911.
This is the number used to call the crisis alert pager.
5. In the Retries field, type 5.
This is the number of additional times the system tries to send out the alert message in
case of an unsuccessful attempt.
6. In the Retry Interval (sec) field, type 30.
This is length of time between retries.
7. In the Main Number field, type the number that is to be displayed at the end of the pager
message.
We’ll type 303-555-0800.
8. In the Pager Number field, type the number for the pager.
We’ll type 303-555-9001.
9. In the Pin Number field, type pp77614567890.
This is the PIN number, if required, for the pager. Insert any pause digits (pp) as needed to
wait for announcements from the pager service to complete before sending the PIN.
10. In the DTMF Duration - Tone (msec) field, type 100.
This is the length of time the DTMF tone is heard for each digit.
11. In the Pause (msec) field, type 100.
This is the length of time between DTMF tones for each digit.
12. Press Enter to save your changes.
60
Administering Avaya Aura™ Communication Manager
May 2009
Other Useful Settings
Related topics
Refer to the Crisis Alert feature in Avaya Aura™ Communication Manager Feature Description
and Implementation, 555-245-205, for more detailed information.
Other Useful Settings
There are many settings that control how your system operates and how your users telephones
work. Most of these you administer through one of the System Parameters screens. This
section describes a few of the items you can enable in your system to help your users work
more efficiently. See the Feature-Related System Parameters screen for a more detailed
description of the available system settings.
Automatic callback if an extension is busy
You can allow users to request that the system call them back if they call a user whose
telephone is busy. For more information, see Automatic Callback in Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-205.
Automatic hold
You can set a system-wide parameter that allows your users to initiate a call on a second line
without putting the first call on Hold. This is called Automatic Hold, and you enable it on the
Feature-Related System Parameters screen. If you do not turn this on, the active call drops
when a the user presses the second line button.
Bridging onto a call that has gone to coverage
You can allow users to join (bridge) on to a call that rang at their extension and then went to
coverage before they could answer. For more information, see Temporary Bridged Appearance
in Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205.
Administering Avaya Aura™ Communication Manager
May 2009
61
Chapter 2: Planning the System
Distinctive ringing
You can establish different ringing patterns for different types of calls. For example, you can
administer your system so that internal calls ring differently from external calls or priority calls.
For more information, see Distinctive Ringing in Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205.
Warning when telephones are off-hook
You can administer the system so that if a telephone remains off-hook for a given length of time,
Communication Manager sends out a warning. This is particularly useful in hospitals, where the
telephone being off-hook might be an indication of trouble with a patient. See the Class of
Service screen for more information.
Warning users if their calls are redirected
You can warn analog telephone users if they have features active that might redirect calls. For
example, if the user has activated send all calls or call forwarding, you can administer the
system to play a special dial tone when the user goes off-hook. See Distinctive Ringing in
Avaya Aura™ Communication Manager Feature Description and Implementation, 555-245-205,
for more information.
Controlling the Calls Your Users Can Make and Receive
Communication Manager provides several ways for you to restrict the types of calls your users
can make, and the features that they can access.
You use class of restriction (COR) to define the types of calls your users can place and receive.
Your system might have only a single COR, a COR with no restrictions, or as many CORs as
necessary to effect the desired restrictions.
You will see the COR field in many different places throughout Communication Manager when
administering telephones, trunks, agent logins, and data modules, to name a few. You must
enter a COR on these screens, although you control the level of restriction the COR provides.
62
Administering Avaya Aura™ Communication Manager
May 2009
Controlling the Calls Your Users Can Make and Receive
Strategies for assigning CORs
The best strategy is to make it as simple as possible for you and your staff to know which COR
to assign when administering your system. You can create a unique COR for each type of user
or facility, for example, call center agents, account executives, administrative assistants, Wide
Area Telecommunications Service (WATS) trunks, paging zones or data modules.
You can also create a unique COR for each type of restriction, for example, toll restriction, or
outward restriction. If you have a number of people who help you administer your system, using
this method would also require the additional step of explaining where you wanted to use each
type of restriction.
Note:
COR-to-COR calling restrictions from a station to a trunk do not apply when
Automatic Alternate Routing (AAR), Automatic Route Selection (ARS), or Uniform
Dial Plan (UDP) is used to place the call. In these cases, use Facility Restriction
Levels to block groups of users from accessing specific trunk groups.See Class of
Restriction and Facility Restriction Levels in Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205, for more
information.
Note:
To find out what CORs are administered in your system already, type list cor. You can also
display information for a single COR by typing list cor #.
Allowing users to change CORs
You can allow specific users to change their Class of Restriction (COR) from their telephones
using a Change COR feature access code. You can also limit this feature by insisting that the
user enter a password as well as a feature access code before they can change their COR. The
Station Lock feature also allows users to change their own COR. For more information on the
Station Lock feature, see Station Lock on page 64.
Before you start:
●
Be sure that Change COR by FAC field is set to y on the System-Parameters
Customer-Options (Optional Features) screen. Note that you cannot have both Change
COR by FAC and Tenant Partitioning enabled.
●
Be sure that each user (who you want to allow to change a COR) has a class of service
with console permissions. For more information about console permissions, see the Class
of Service screen.
Administering Avaya Aura™ Communication Manager
May 2009
63
Chapter 2: Planning the System
To allow users to change their own class of restriction, you must define a feature access code
and can, optionally, create a password. For example, we will create a change COR feature
access code of *55 and a password of 12344321.
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Move the cursor to the Change COR Access Code field.
3. Type *55 in the access code field.
4. Press Enter to save your changes.
Now we have to define the password.
5. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen. Press Next Page to
find the Automatic Exclusion Parameters section.
6. Move to the Password to Change COR by FAC field and enter 12344321.
This field determines whether or not Communication Manager requires the user to enter a
password when they try to change their COR. Avaya recommends that you require a
password.
7. Press Enter to save your changes.
Station Lock
Station Lock provides users with the capability to manually lock their stations, using a button or
feature access code, in order to prevent unauthorized external calls from being placed.
Station Lock can prevent unauthorized external calls. Telephones can be remotely locked and
unlocked. Station Lock allows users to:
●
change their Class of Restriction (COR); usually the lock COR is set to fewer calling
permissions than the station’s usual COR
●
lock their telephones to prevent unauthorized outgoing calls.
●
block outgoing calls and still receive incoming calls.
●
block all outgoing calls except for emergency calls.
Station Lock is activated by pressing a telephone button, which lights the button indicator, or
dialing a FAC.
Analog and XMOBILE stations must dial a FAC to activate the feature. The user hears a special
dial tone on subsequent origination attempts from the telephone to indicate that the lock feature
is active.
64
Administering Avaya Aura™ Communication Manager
May 2009
Station Lock
Digital stations (including DCP, BRI, IP hardphones and softphones) access Station Lock with a
feature button or via a FAC. If a digital station has a Station Lock button but activates the
feature with the FAC, the LED for the button lights and no special dial tone is provided.
However, if a digital station does not have a Station Lock button and activates the feature with
the FAC, a special dial tone is provided.
A station can be locked or unlocked from any other station if the FAC is used and the Station
Security Code is known. The attendant console can never be locked but can be used to lock or
unlock other stations. A station also can be locked or unlocked via a remote access trunk.
Interactions
●
Attendant Console
Station Lock cannot be used for attendant consoles but it can be assigned to regular digital
stations that might also have console permissions. The FAC cannot be used to activate
Station Lock for the attendant console, but the FAC can be dialed from the attendant
console in an attempt to remotely activate or deactivate Station Lock for another station.
●
Personal Station Access (PSA)
Station Lock can be used for PSA stations as long as they are associated with an
extension. When stations are disassociated, Station Lock cannot be activated.
●
Remote Access
After a remote user dials a valid barrier code, the user receives system dial tone. To
activate/deactivate Station Lock, the user must dial the FAC, then the extension number,
then the security code number.
Station Lock by time of day
Beginning with Communication Manager 4.0 or later, you can you can also lock stations using a
Time of Day (TOD) schedule.
To engage the TOD station lock/unlock you do not have to dial the station lock/unlock FAC, or
use stn-lock button push.
When the TOD feature activates the automatic station lock, the station uses the Class of
Restriction (COR) assigned to the station lock feature for call processing. The COR used is the
same as it is for manual station locks.
The TOD lock/unlock feature does not update displays automatically, because the system
would have to scan through all stations to find the ones to update.
Administering Avaya Aura™ Communication Manager
May 2009
65
Chapter 2: Planning the System
The TOD Station Lock feature works as follows:
●
If the station is equipped with a display, the display will show “Time of Day Station
Locked”, if the station invokes a transaction which is denied by the Station Lock COR.
Whenever the station is within a TOD Lock interval, the user will hear a special dial tone
instead of the normal dial tone, if the special dial tone is administered.
●
For analog stations or without a display, the user hears a special dial tone. The special dial
tone has to be administered and the user hears it when the station is off hook.
After a station is locked by TOD, it can be unlocked from any other station if the Feature Access
Code (FAC) or button is used. You have to also know the Station Security Code, and that the
Manual-unlock allowed? field on the Time of Day Station Lock Table screen is set to y.
Once a station has been unlocked during a TOD lock interval, the station remains unlocked until
next station lock interval becomes effective.
If the station was locked by TOD and by Manual Lock, an unlock procedure will unlock the
Manual Lock as well as the TOD Lock (“Manual-unlock allowed?” field on the Time of Day
Station Lock Table screen is set to y).
The TOD feature does not unlock a manually locked station.
Note:
Note:
The attendant console cannot be locked by TOD or manual station lock.
Screens for administering Station Lock
66
Screen name
Purpose
Fields
COR
Administer a Class of
Restriction (COR) that
allows the user to activate
Station Lock with a feature
access code (FAC).
Station Lock COR
Feature Access Code
(FAC)
Assign one FAC for Station
Lock activation, and another
FAC for Station Lock
Deactivation.
Station Lock Activation
Station Lock Deactivation
Station
Assign the user a COR that
allows the user to activate
Station Lock with an FAC.
COR
Time of Day Lock Table
Assign a sta-lock feature
button for a user.
Any available button field in
the BUTTON
ASSIGNMENTS area
Assign a Station Security
Code (SSC) for a user.
Security Code
Administering Avaya Aura™ Communication Manager
May 2009
Station Lock
Screen name
Purpose
Fields
Time of Day Station
Lock Table
Administer station lock by
time of day.
Table Active?
Manual Unlock Allowed?
Time Intervals
Administering Avaya Aura™ Communication Manager
May 2009
67
Chapter 2: Planning the System
68
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 3: Managing Telephones
Installing New Telephones
Simple administration allows you to plug a telephone into a jack and dial a sequence to start up
service to the telephone. The dialing sequence sets up an association between the telephone
and the corresponding station administration.
!
SECURITY ALERT:
SECURITY ALERT:
If you do not manage this feature carefully, its unauthorized use might cause you
security problems. Consult the Avaya Products Security Handbook for
suggestions on how to secure your system and find out about obtaining additional
security information.
For traditional instructions, see Installing New Telephones.
Before you start
On the Feature-Related System Parameters screen, be sure the Customer Telephone
Activation (CTA) Enabled field is y and the TTI Enabled field is y.
Complete the Station screen for the new telephone and type x in the port field. Note that the
telephone type must match the board type. For example, match a two-wire digital telephone
with a port on a two-wire digital circuit pack. Use this procedure with all circuit-switched
telephones except BRI (ISDN) and model 7103A.
Tip:
Tip:
See Completing the Station screens for more information. See Duplicating
telephones if you want to add a number of telephones with similar settings.
Administering Avaya Aura™ Communication Manager
May 2009
69
Chapter 3: Managing Telephones
Instructions
!
CAUTION:
CAUTION:
You can destroy your hardware if you attempt to connect an analog telephone to
a digital port.
To associate a telephone with existing x-port station administration, complete the following
steps from the telephone you want to install:
1. Plug the telephone into the wall jack.
2. Lift the receiver and continue if you hear dial tone.
3. Dial #*nnnn, where nnnn is the extension number of the telephone you are installing.
4. Hang up after you receive confirmation tone.
5. Dial a test call to confirm that the telephone is in service.
If possible, call a telephone with a display so the person answering can confirm that you
entered the correct extension number.
6. Repeat the process until all new telephones have been installed.
7. For security reasons, you should disable this feature when you are done. At the system
administration terminal type change system-parameters features to access the
Feature-Related System Parameters screen.
8. Type n in the Customer Telephone Activation (CTA) Enabled field.
9. Press Enter to save your changes.
10. Type save translations. Press Enter to permanently save the changes.
a. Fixing problems
If you misdial and the wrong extension is activated for the telephone you are using,
use the terminal translation initialization (TTI) unmerge feature access code to
"uninstall" the telephone before you try again.
Adding new telephones
When you are asked to add a new telephone to the system, what do you do first? To connect a
new telephone you need to do three things:
70
●
find an available port
●
wire the port to the cross-connect field or termination closet
●
tell the telephone system what you’re doing
Administering Avaya Aura™ Communication Manager
May 2009
Adding new telephones
Before you can determine which port to use for the new telephone, you need to determine what
type of telephone you are installing, what ports are available, and where you want to install the
telephone.
To add an IP telephone, see Adding an IP telephone on page 92.
Gathering necessary information
Gather the following information:
1. Determine whether the telephone is an analog, digital, ISDN, or hybrid set. You can also
administer a virtual telephone, one without hardware at the time of administration.
You need this information to determine the type of port you need, because the port type
and telephone type must match. If you do not know what type of telephone you have, see
the Type field on the Station screen for a list of telephones by model number.
2. Record the room location, jack number, and wire number.
You might find this information on the jack where you want to install the telephone,
recorded in your system records, or from the technician responsible for the physical
installation.
3. Display the available boards (cards) and ports.
To view a list of boards on your system, type list configuration station. Press
Enter.
The system displays the System Configuration screen, which shows all the boards on your
system that are available for connecting telephones. You can see the board number,
board type, circuit-pack type, and status of each board’s ports.
4. Choose an available port and record its port address.
Each port that is available or unassigned is indicated by a ‘u.’ Choose an available port
from a board type that matches your telephone type (such as a port on an analog board for
an analog telephone).
Every telephone must have a valid port assignment, also called a port address. The
combined board number and port number is the port address. So, if you want to attach a
telephone to the 3rd port on the 01C05 board, the port address is 01C0503 (01=cabinet,
C=carrier, 05=slot, 03=port).
Tip:
Tip:
If you add several telephones at one time, you might want to print a paper copy of
the System Configuration screen. To print the screen to a printer attached to the
system terminal, type list configuration station print. Press Enter.
To print to the system printer that you use for scheduled reports, type list
configuration station schedule immediate. Press Enter.
Administering Avaya Aura™ Communication Manager
May 2009
71
Chapter 3: Managing Telephones
5. Choose an extension number for the new telephone.
The extension you choose must not be assigned and must conform to your dial plan. You
should also determine whether this user needs an extension that can be directly dialed
(DID) or reached via a central telephone number.
Be sure to note your port and extension selections on your system’s paper records.
Physically connecting the telephone
Once you have collected all the information, you are ready to physically wire the port to the
cross-connect field.
If you have an Avaya technical support representative or on-site technician who completes the
physical connections, you need to notify them that you are ready to add the telephone to the
system. To request that Avaya install the new connections, call your Avaya technical support
representative to place an order.
If you are responsible for making the connections yourself and if you have any questions about
connecting the port to the cross-connect field, see your system installation guide.
Now you are ready to configure the system so that it recognizes the new telephone.
Before you start
To download language display labels for telephones, set the Display Language field on the
Station screen to english, spanish, italian, french, user-defined, or unicode.
Note:
Note:
Unicode display is only available for Unicode-supported telephones. Currently,
the 4610SW, 4620SW, 4621SW, and 4622SW, 16xx series telephones, and 96xx
series IP Phones support Unicode display. Unicode is also an option for the
2420J telephone when Display Character Set on the System Parameters
Country-Options screen is katakana. For more information on the 2420J, see
2420 Digital Telephone User's Guide, 555-250-701.
For a Eurofont character display for the 2420/2410 telephone, set the Display Character Set
field on the System-Parameters Country-Options screen to Eurofont.
For a Katakana character display for the 2420/2410 telephone, set the Display Character Set
field on the System-Parameters Country-Options screen to Katakana.
72
Administering Avaya Aura™ Communication Manager
May 2009
Adding new telephones
Completing the Station screens
The information that you enter on the Station screen advises the system that the telephone
exists and indicates which features you want to enable on the telephone.
Communication Manager allows customers enter extensions with punctuation on the command
line. Punctuation is limited to dashes (hyphens) and dots (periods). Communication Manager
cannot process a command like add station 431 4875. You must format a command in
one of these ways:
●
add station 431-4875
●
add station 431.4875
●
add station 4314875
Make sure the extension conforms to your dial plan. You can also use the add station next
command to add a telephone to the next available extension.
To access the Station screen for the new telephone:
1. Type add station nnnn, where nnnn is the extension for the new telephone. Press
Enter.
Note:
Note:
If you have Terminal Translation Initialization (TTI) enabled, you might receive the
following error message when attempting to add a new station: "No station/TTI
port records available; ‘display capacity’ for their usage." If this occurs, try
one or more of the following:
- Remove any DCP or Analog circuit packs that have no ports administered on
them.
- If you are not using TTI or any related feature (such as PSA or ACTR), set the
Terminal Translation Initialization (TTI) Enabled? field on the
Feature-Related System Parameters screen to n.
- Contact your Avaya technical support representative.
For more information on TTI, see Terminal Translation Initialization in Avaya
Aura™ Communication Manager Feature Description and Implementation,
555-245-205.
For more information on the System Capacity screen, see Maintenance
Commands for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300431.
When the Station screen appears, you see the extension number and some default field
values. For example, the following screen is for a new telephone, displayed by typing add
station next.
Administering Avaya Aura™ Communication Manager
May 2009
73
Chapter 3: Managing Telephones
2. Type the model number of the telephone into the Type field.
For example, to install a 6508D+ telephone, type 6480D+ in the Type field. Note that the
displayed fields might change depending on the model you add.
3. Type the port address in the Port field.
Note:
Note:
Port 1720 is turned off by default to minimize denial of service situations. This
applies to all IP softphones release 5.2 or later. You can change this setting, if
you have root privileges on the system, by typing the command: /opt/ecs/
sbin ACL 1720 on or off.
4. Type a name to associate with this telephone in the Name field. The name you enter
displays on called telephones that have display capabilities. Some messaging
applications, such as Communication Manager Messaging, recommend that you enter the
user’s name (last name first) and their extension to identify the telephone. The name
entered is also used for the integrated directory.
Note:
Note:
Note:
To hide a name in the integrated directory, enter two tildes (~~} before the name
when you assign it to the telephone, and set Display Character Set on the
System Parameters Country-Options screen to Roman. This hides the name in
the integrated directory. The tildes are not displayed with Caller ID name. Note
that this is the only method to hide a name in the integrated directory. Also, if a
name is entered with only one tilde (~), the name is converted to Eurofont
characters.
Note:
For 4610SW, 4620SW, 4621SW, and 4622SW, 16xx series telephones, and
96xx series IP Phones, the Name field is supported by Unicode language display.
You must be using ASA or MSA. For more information on Unicode language
display, see Administering Unicode display on page 170. Unicode is also an
option for the 2420J telephone when Display Character Set on the System
Parameters Country-Options screen is katakana. For more information on the
2420J, see 2420 Digital Telephone User's Guide, 555-250-701.
5. Press Enter to save your changes.
To make changes to this new telephone, such as assigning coverage paths or feature buttons,
type change station nnnn, where nnnn is the extension of the new telephone. Press
Enter. See Adding Feature Buttons on page 105 for more information.
74
Administering Avaya Aura™ Communication Manager
May 2009
Duplicating telephones
Duplicating telephones
A quick way to add telephones is to copy the information from an existing telephone and modify
it for each new telephone. For example, you can configure one telephone as a template for an
entire work group. Then, you duplicate the template Station screen to add all the other
extensions in the group.
Note that only telephones of the same model can be duplicated. The duplicate command
copies all the feature settings from the template telephone to the new telephones.
To duplicate an existing telephone:
1. Type display station nnnn, where nnnn is the extension of the Station screen you
want to duplicate to use as a template. Press Enter. Verify that this extension is the one
you want to duplicate.
Press Cancel to return to the command prompt.
2. Type duplicate station nnnn, where nnnn is the extension you want to duplicate.
Press Enter.
The system displays a blank duplicate Station screen.
Alternately, you can duplicate a range of stations by typing duplicate station
<extension> start nnnn count <1-16>, where <extension> represents the
station you want to duplicate, nnnn represents the first extension number in a series, and
count <1-16> represents the number of consecutive extensions after the start
extension to create as duplicates.
Note:
Note:
If you want to duplicate the settings of another station, but need to change the
port or station type, you must individually administer each station after creating
the duplicates. If you want to duplicate the station using duplicate station
<extension> start nnnn count <1-16>, you cannot change the station
type and the port.
3. Type the extension, port address, and telephone name for each new telephone you want
to add.
The rest of the fields on the Station screen are optional. You can complete them at any
time.
4. Press Enter to save your changes to system memory.
To make changes to these telephones, such as assigning coverage paths or feature buttons,
type change station nnnn, where nnnn is the extension of the telephone that you want to
modify. Press Enter
Administering Avaya Aura™ Communication Manager
May 2009
75
Chapter 3: Managing Telephones
Related topics
You can also add multiple call center agents, all with the same settings based on an agent that
is already administered. Enter command duplicate agent-loginID and the extension of
the agent you want to duplicate, then start and the extension you want to use for the first new
agent, then count and the number of agents you want to add. Fill in the information on the
Agent LoginID screen. For more information, see Avaya Aura™ Call Center 5.2 Automatic Call
Distribution (ACD) Reference, 07-602568.
Using an alias
Not every telephone model or device has a unique Station screen in the system. You might
have to use an available model as an "alias" for another. If you need to enter a telephone type
that the system does not recognize or support, use an alias. Defining aliases is also a useful
method to identify items that act as analog stations on Communication Manager, such as fax
machines, modems, or other analog device.
If you purchase a telephone model that is newer than your system, you can alias this telephone
to an available model type that best matches the features of your new telephone. See your
telephone’s manual to determine which alias to use. If your manual does not have this
information, you can contact the DEFINITY helpline for an appropriate alias.
For example, we will create two aliases: one to add a new 6220 telephone and one to add
modems to our system.
1. See your new telephone’s manual to find the correct alias.
In our example, we find that the 6220 should be administered on an older system as a
2500 telephone.
2. Type change alias station. Press Enter.
The system displays the Alias Station screen.
3. Enter 6220 in the Alias Set Type field.
This is the name or model of the unsupported telephone.
4. Enter 2500 in the Supported Set Type field.
Enter the supported model in this field.
5. Enter modem in the second Alias Set Type field.
You can call the alias set anything you like. Once you define the alias, you can use the
alias set in the Type field on the Station screen.
76
Administering Avaya Aura™ Communication Manager
May 2009
Customizing your telephone
6. Enter 2500 in the second Supported Set Type field.
Entering 2500 indicates to the system that these models are basic analog devices.
7. Press Enter to save your changes.
Now you can follow the instructions for adding a new telephone (or adding a fax or modem).
Communication Manager now recognizes the new type (6220 or modem) that you enter in the
Type field.
Be sure to see your telephone’s manual for instructions on how to set feature buttons and call
appearance buttons. Note that if you need to use an alias for a telephone, you might not be able
to take advantage of all the features of the new telephone.
Customizing your telephone
This section provides recommendations for setting up or enhancing your personal telephone.
You need a telephone that is powerful enough to allow you to use all the features you might give
to other employees. You might want to add feature buttons that allow you to monitor or test the
system, so that you can troubleshoot the system from your telephone.
It will be much easier to monitor and test your system if you have a telephone with:
●
a large multi-button display (such as 8434D or 8410D)
●
a class of service (cos) that has console permissions
●
the following feature buttons
-
ACA and Security Violations (assign to lamp buttons)
-
Busy verify
-
Cover message retrieval button
-
Major/minor alarm buttons
-
Trunk ID buttons
-
Verify button
Once you select a telephone, you’ll want to determine if you want to place this telephone at your
desk or in the server room. If the telephone is in the server room (near the system
administration terminal), you can quickly add or remove feature buttons to test features and
facilities. You might decide that you want a telephone at both your desk and in the server room
— it’s up to you.
Administering Avaya Aura™ Communication Manager
May 2009
77
Chapter 3: Managing Telephones
You might also find it handy to set up multiple telephones for testing applications and features
before you provide them to users. You might want to have a telephone that mimics each type of
user telephone in your organization. For example, if you have four basic telephone templates,
one for executives, one for marketing, one for technicians, and one for other employees, you
might want to have examples of each of these telephones so you can test new features or
options. Once you are satisfied that a change works on the test telephone, you can make the
change for all the users in that group.
Upgrading telephones
If you want to change telephone types for a user and do not need to change locations, you can
just access the Station screen for that extension and enter the new model number.
Tip:
Tip:
This method can be used only if the new telephone type matches the existing port
type (such as digital telephone with a digital port).
For example, if a user at extension 4556 currently has a 7410+ telephone and you want to
replace it with a new 8411D telephone:
1. Type change station 4556. Press Enter.
The Station screen for 4556 appears. For information about this screen, see Avaya Aura™
Communication Manager Screen Reference, 03-602878.
2. Overwrite 7410+ with 8411D in the Type field.
Now you can access the functions and feature buttons that correspond to an 8411D
telephone.
Swapping telephones
You will often find that you need to move or swap telephones. For example, employees moving
from one office to another might want to bring their telephones. In this case, you can use X ports
to easily swap the telephones.
In general, to swap one telephone (telephone A) with another telephone (B), you change
telephone A’s port assignment to x, change telephone B’s port assignment to A’s old port, and,
finally, change the x for telephone A to B’s old port. Note that these swapping instructions work
only if the two telephones are the same type (both digital or both analog, and so on.).
78
Administering Avaya Aura™ Communication Manager
May 2009
Using ACTR to move telephones
For example, to swap telephones for extension 4567 (port 01C0505) and extension 4575 (port
01C0516), complete the following steps:
1. Type change station 4567. Press Enter.
2. Record the current port address (01C0505) and type x in the Port field.
3. Press Enter to save your changes.
4. Type change station 4575. Press Enter.
5. Record the current port address (01C0516).
6. Type 01C0505 in the Port field.
7. Update the Room and Jack fields.
8. Press Enter to save your changes.
9. Type change station 4567 again. Press Enter.
10. Type 01C0516 in the Port field.
This is the port that used to be assigned to extension 4575.
11. Update the Room and Jack fields.
12. Press Enter to save your changes.
13. Physically unplug the telephones and move them to their new locations.
When you swap telephones, the system keeps the old button assignments. If you are swapping
to a telephone with softkeys, the telephone could have duplicate button assignments, because
softkeys have default assignments. You might want to check your button assignments and
modify them as necessary.
Using ACTR to move telephones
Automatic Customer Telephone Rearrangement (ACTR) allows a telephone to be unplugged
from one location and moved to a new location without additional administration in
Communication Manager. Communication Manager automatically associates the extension to
the new port. ACTR works with 6400 Serialized telephones and with the 2420/2410 telephones.
The 6400 Serialized telephone is stamped with the word "Serialized" on the faceplate for easy
identification. The 6400 Serialized telephone memory electronically stores its own part ID
(comcode) and serial number, as does the 2420/2410 telephone. ACTR uses the stored
information and associates the telephone with new port when the telephone is moved.
ACTR is an enhancement to Terminal Translation Initialization (TTI), Personal Station Access
(PSA), Customer Telephone Activation (CTA). ACTR makes it easy to identify and move
telephones.
Administering Avaya Aura™ Communication Manager
May 2009
79
Chapter 3: Managing Telephones
!
CAUTION:
CAUTION:
When a telephone is unplugged and moved to another physical location, the
Emergency Location Extension field must be changed for that extension or the
USA Automatic Location Identification data base must be manually updated. If
the Emergency Location Extension field is not changed or if the USA Automatic
Location Identification data base is not updated, the DID number sent to the
Public Safety Access Point (PSAP) could send emergency response personnel to
the wrong location.
Detailed description
On the Feature-Related System Parameters screen, set the Terminal Translation
Initialization (TTI) Enabled field to y and the TTI State field to voice.
Note:
When a telephone is moved, if there is any local auxiliary power (a power supply
plugged into a local AC outlet), the telephone must be plugged into an AC outlet
at the telephone’s new location. A telephone with remote auxiliary power must be
supplied remote auxiliary power at its new location. If you do not supply auxiliary
power in either case after a telephone is moved, some optional adjuncts (for
example, an expansion module) do not operate.
Note:
When you enter always or once in the Automatic Moves field on the Station screen,
Communication Manager adds the extension to its ACTR Move List database. When the
telephone is plugged in, Communication Manager asks the telephone for its serial number and
records the serial number on the ACTR Move List. If you change the entry in the Automatic
Moves field from always or once to no, Communication Manager removes the extension from
the Move List.
Call processing
When a telephone is unplugged while on a call, and a 6400 Serialized telephone or a 2420/
2410 telephone that is administered for automatic moves is plugged into the port within 60
seconds:
80
●
both extensions are placed in idle state
●
active calls on either extension are dropped, unless the call is active on a bridged
appearance at some other telephone
●
held calls remain in a hold state
●
any calls ringing on either extension instantly proceed to the next point in coverage or
station hunting path, unless the call is ringing on a bridged appearance at some other
telephone
Administering Avaya Aura™ Communication Manager
May 2009
Using TTI to move telephones
●
user actions that were pending when the new telephone was plugged in are aborted
Design considerations
You can use the list station movable command to keep track of extensions on the move
list. Once you reach the maximum number, Communication Manager does not allow additional
extensions.
Administration
Before you start:
●
Be sure the TTI field on the Feature-Related System Parameters screen is set to y.
●
Before you move a telephone in your system, set the TTI State field to voice on the
Feature-Related System Parameters screen.
Moving telephones
You can allow a telephone to be unplugged from one location and moved to a new location
without additional administration on Communication Manager.
For example, to allow moves anytime for a telephone at extension 1234:
1. Type change station 1234. Press Enter.
2. Move to the Automatic Moves field.
3. Type always in the Automatic Moves field.
4. Press Enter to save your changes.
Using TTI to move telephones
Terminal Translation Initialization (TTI) allows you to merge an x-ported station to a valid port by
dialing a TTI merge code, a system-wide security code, and the x-port extension from a
telephone connected to that port. TTI also allows you to separate an extension from its port by
dialing a similar separate digit sequence. This action causes the station to revert to an x-port.
TTI can be used for implementing telephone and data module moves from office to office. That
is, you can separate a telephone from its port with TTI, unplug the telephone from the jack, plug
in the telephone in a jack in a different office, and merge the telephone to its new port with TTI.
Administering Avaya Aura™ Communication Manager
May 2009
81
Chapter 3: Managing Telephones
If you are moving telephones and concerned about security, you might also want to see Setting
up Personal Station Access on page 365 for more information about setting the security code
for each extension.
!
SECURITY ALERT:
SECURITY ALERT:
If you do not manage this feature carefully, its unauthorized use might cause you
security problems. For example, someone who knows the TTI security code could
disrupt normal business functions by separating telephones or data terminals.
You can help protect against this action by frequently changing the TTI security
code. You can further enhance system security by removing the feature access
code (FAC) from the system when it does not need to be used (for example, there
are no moves going on at present). Consult the Avaya Products Security
Handbook for additional steps to secure your system and find out about obtaining
information regularly about security developments.
Before you start
Before you can merge a telephone, you must set the TTI State field to voice on the
Feature-Related System-Parameters screen. You also must set the extension to match the port
type of the TTI port making the merge request. For example, a digital telephone type can merge
only to a port on a digital board.
!
CAUTION:
Note:
82
CAUTION:
When a telephone is unplugged and moved to another physical location, the
Emergency Location Extension field must be changed for that extension or the
USA Automatic Location Identification data base must be manually updated. If
the Emergency Location Extension field is not changed or if the USA Automatic
Location Identification data base is not updated, the DID number sent to the
Public Safety Network could send emergency response personnel to the wrong
location.
Note:
You cannot use TTI to change a virtual extension.
Administering Avaya Aura™ Communication Manager
May 2009
Using TTI to move telephones
Instructions
Merging an extension with a TTI telephone
!
CAUTION:
CAUTION:
You can destroy your hardware if you attempt to connect an analog telephone to
a digital port.
To merge an extension to a telephone with TTI, complete the following steps from the telephone
you want to merge:
1. Dial the TTI merge FAC.
- If the code is correct, you receive dial tone.
- If the code is not correct, you receive intercept tone.
2. Dial the TTI security code from the telephone you want to merge.
- If the code is correct, you receive dial tone.
- If the code is not correct, you receive intercept tone.
3. Dial the extension of the telephone you want to merge.
- If the extension is valid, you receive confirmation tone, which might be followed by dial
tone. (It is possible to receive intercept tone immediately following the confirmation
tone. If this happens, you need to attempt the merge again.)
- If the extension is valid, but the extension is being administered, you receive reorder
tone. Try the merge again later.
- If the extension is invalid, you receive intercept tone.
- If the system is busy and cannot complete the merge, you receive reorder tone. Try the
merge again later.
- If the telephone has a download status of pending, you receive reorder tone. You need
to change the download status to complete to successfully complete the TTI merge.
Separating TTI from a telephone
To complete a TTI separation, complete the following steps from the telephone that needs to be
separated:
1. Dial the TTI separate FAC.
2. Dial the TTI security code.
- If the code is correct, you receive dial tone.
- If the code is not correct, you receive intercept tone.
Administering Avaya Aura™ Communication Manager
May 2009
83
Chapter 3: Managing Telephones
3. Dial the extension of the telephone to be separated.
- If you have dialed the extension of the telephone currently merged with this telephone,
you receive confirmation tone.
- If you have dialed the extension of the telephone currently merged with this telephone,
but the extension is being administered, you receive reorder tone. Try the separation
again later.
- If you have not dialed the extension of the telephone currently merged with this
telephone, you receive intercept tone.
- If the system is busy and cannot complete the separation, you receive reorder tone.
Try the separation again later.
Fixing problems
If you are having difficulty using TTI, you might want to review the following system restrictions:
●
The TTI Ports field on the System Capacity screen (type display capacity) shows the
number of TTI ports used in a server running Communication Manager. This field shows
only the number of TTI ports being administered. If a TTI exceeds the maximum number of
ports, the port is not administered and cannot be added. In that case, a telephone cannot
be added. For details on the System Capacity screen, see Maintenance Commands for
Avaya Aura™ Communication Manager, Media Gateways and Servers, 03-300431.
BRI endpoints are only counted as one TTI port. For example, for every two BRI
endpoints, one TTI port is counted. As such, you can have two telephones assigned to one
port. If either endpoint is administered, the TTI port count is reduced by 1.
●
The total number of translated telephones and Voice TTI ports in a system is limited to the
maximum number of administered telephones supported in the system. The total number
of translated data terminals and Data TTI ports in a system is limited to the maximum
number of administered data modules allowed in the system.
●
Set the TTI State field to voice and then set the TTI State field to data. When you use this
order, voice and then data, you reduce the chance of a user trying to use TTI on a
data-only terminal that does not have TTI port translation. This can happen when the
number of telephones allowed by the system is twice the number of data terminals. For
example, if the system limit for telephones is 15,000 and 7,500 for data, then when TTI
was turned on for data first, only the first 7,500 unadministered ports would get TTI port
translations.
●
When TTI is activated for the system, the following actions take place:
- If the TTI State field was previously activated but in a different state (such as, a voice
to data state), the old TTI translations are removed and the new ones added on a
board by board basis.
- If the TTI State field is set to voice, then default TTI translations are generated for
every unadministered port on all digital, hybrid, and analog boards.
84
Administering Avaya Aura™ Communication Manager
May 2009
Removing telephones
- If the TTI State field is set to data, then default TTI translations are generated for
every unadministered port on all digital and data line boards in the system.
- Whenever a new digital board is inserted when the system is in TTI Data mode, or
when a digital, hybrid, or analog board is inserted when the system is in TTI Voice
mode, the unadministered ports on the board become TTI ports.
- When TTI is deactivated, all translation for the TTI ports are removed in the system;
the ports return to an unadministered state.
Removing telephones
Before you physically remove a telephone from your system, check the telephone’s status,
remove it from any group or usage lists, and then delete it from the system’s memory.
For example, to remove a telephone at extension 1234:
1. Type status station 1234. Press Enter.
The General Status screen appears.
2. Make sure that the telephone:
●
is plugged into the jack
●
is idle (not making or receiving calls)
●
has no messages waiting
●
has no active buttons (such as Send All Calls or Call Forwarding)
3. Type list groups-of-extension 1234. Press Enter.
The Extension Group Membership screen shows whether the extension is a member of
any groups on the system.
4. Press Cancel.
5. If the extension belongs to a group, access the group screen and delete the extension
from that group.
For example, if extension 1234 belongs to pickup group 2, type change pickup group
2 and delete the extension from the list.
6. Type list usage extension 1234. Press Enter.
The Usage screen shows where the extension is used in the system.
7. Press Cancel.
Administering Avaya Aura™ Communication Manager
May 2009
85
Chapter 3: Managing Telephones
8. If the extension appears on the Usage screen, access the appropriate feature screen and
delete the extension.
For example, if extension 1234 is bridged onto extension 1235, type change station
1235 and remove the appearances of 1234.
9. Type change station 1234. Press Enter.
10. Delete any bridged appearances or personal abbreviated dialing entries. Press Enter.
11. Type remove station 1234. Press Enter.
The system displays the Station screen for this telephone so you can verify that you are
removing the correct telephone.
Tip:
Tip:
Be sure to record the port assignment for this jack in case you want to use it again
later.
12. If this is the correct telephone, press Enter.
If the system responds with an error message, the telephone is busy or still belongs to a
group. Press Cancel to stop the request, correct the problem, and enter remove
station 1234 again.
13. Remove the extension from voice mail service if the extension has a voice mailbox.
14. Type save translations. Press Enter to save your changes.
Note that you do not need to delete the extension from coverage paths. The system
automatically adjusts coverage paths to eliminate the extension.
Now you can unplug the set from the jack and store it for future use. You do not need to
disconnect the wiring at the cross-connect field. The extension and port address remain
available for assignment at a later date.
Once you successfully remove a set, that set is permanently erased from system memory. If
you want to reactivate the set, you have to add it again as though it were a new telephone.
Adding a fax or modem
Connecting a fax machine or modem to your system is similar to adding a telephone, with a few
important exceptions. If you have not added a telephone, you might want to read Adding new
telephones on page 70.
Because the system does recognize the concept of "fax" or "modem," you need to administer
these items as basic analog stations. You can merely use the supported station type 2500
(analog, single line).
86
Administering Avaya Aura™ Communication Manager
May 2009
Adding a fax or modem
Alternatively, you can create aliases to the 2500 for fax machines and modems. If you want to
be able to create reports that indicate which stations are faxes or modem, you should create
aliases for these items. For more information about aliasing, see Using an alias on page 76.
For this example, let us assume that we have already defined an alias for ‘fax’ as a 2500 and
that we now want to add a fax machine to extension 4444.
To add a fax machine as extension 444, complete the following steps:
1. Type add station 4444. Press Enter.
2. In the Type field, type fax.
3. In the Port field, type the port address.
4. In the Name field, type a name to associate with this fax.
5. Move to the Data Restriction field and type y.
Entering y in this field prevents calls to and from this extension from being interrupted by
tone signals. This is important for fax machines and modems as these signals can disrupt
transmissions of data.
6. In the Distinctive Audible Alert field, type n.
This eliminates the distinct 2-burst ring for external calls, which often interferes with the
auto-answer function on fax machines or modems.
7. Press Enter to save your changes.
Enabling transmission over IP networks for modem, TTY, and fax
calls
Prerequisites
The ability to transmit fax, modem, and TTY calls over IP trunks or LANs and WANs assumes
that the endpoints sending and receiving the calls are connected to a private network that uses
H.323 trunking or LAN connections between gateways and/or port networks. This type of
transmission also assumes that calls can either be passed over the public network using
ISDN-PRI trunks or passed over an H.323 private network to Communication Manager switches
that are similarly enabled.
As a result, it is assumed that you have assigned, or will assign, to the network gateways the IP
codec you define in this procedure. For our example, the network region 1 will be assigned
codec set 1, which you are enabling to handle fax, modem, and TTY calls.
To enable transmission over IP networks for modem, TTY, and fax calls:
1. Type change ip-codec-set 1. Press Enter.
The IP Codec Set screen appears.
Administering Avaya Aura™ Communication Manager
May 2009
87
Chapter 3: Managing Telephones
Complete the fields as required for each media type you want to enable. Press Enter.
For more information on modem/fax/TTY over IP, see Administering Network Connectivity on
Avaya Aura™ Communication Manager, 555-233-504.
Adding an H.323 Softphone
Avaya IP (h.323) Softphones enable the end user to control telephone calls directly from a
personal computer (PC). An end user can log in remotely to your company’s server running
Communication Manager and then make and receive telephone calls from the telephone
extension.
Avaya IP Softphone supports the following modes:
●
Road-Warrior
You typically use this mode for laptop users who are travelling. In this mode, the PC LAN
connection carries both the call control signaling and the voice path. Because the audio
portion of the voice call is handled by the PC, you must have some kind of audio device
(e.g., handset, headset) PC to provide the audio connection.
●
Telecommuter or Avaya IP Agent
For the telecommuter or Avaya IP Agent mode, you make two separate connections to the
Avaya DEFINITY server. The signaling path is carried over an IP network and the voice
path is carried over the standard circuit-switched telephone network (PSTN). Since you
are using a telephone for audio, you do not need an H.323 PC audio application.
The telecommuter mode uses the Avaya IP Softphone interface (on the user’s PC) and a
standard telephone. The Avaya IP Agent mode uses the Avaya IP Agent interface (on the
agent’s PC) and a call center telephone.
●
Native H.323 (only available with Avaya IP Softphone R2)
The stand-alone H.323 mode enables travelers to use some Communication Manager
features from a remote location. This mode uses a PC running an H.323 v2-compliant
audio application, such as Microsoft NetMeeting. The H.323 mode controls the call
signaling and the voice path. However, since it does not use the IP Softphone interface,
this configuration is capable of operating only as an analog or single-line telephone
making one call at a time without any additional assigned features. You can provide
stand-alone H.323 users only features that can they can activate with dial access codes.
88
Administering Avaya Aura™ Communication Manager
May 2009
Adding an H.323 Softphone
●
Control of IP Telephone (only available with IP Softphone R4 and later)
This mode allows you to make and receive calls under the control of the IP Softphone just like in the telecommuter or road-warrior mode. The big difference is that you have a
real digital telephone under your control. In the road-warrior mode, there is no telephone.
In the telecommuter mode, the telephone you are using (whether analog, digital, or IP
telephone is brain dead). In this mode (if you have an IP telephone), you get the best of
both worlds.
●
Control of DCP Telephone (only available with IP Softphone R5 and later)
This feature provides a registration endpoint configuration that will allow an IP softphone
and a non-softphone telephone to be in service on the same extension at the same time.
In this new configuration, the call control is done by both the softphone and the telephone
endpoint. The audio is done by the telephone endpoint.
Tip:
Use status station to show the part (product) ID, serial number, and the
audio connection method used by existing stations.
Tip:
Note:
Note:
Beginning with the November 2003 release of Communication Manager, R1 and
R2 IP Softphone and IP Agent, which use a dual connect (two extensions)
architecture, are no longer supported. R3 and R4 IP Softphone and IP Agent,
which use a single-connect (one extension) architecture, continue to be
supported. This applies to the road-warrior and the telecommuter configurations
for the IP Softphone. Native H.323 registrations for R1 and R2 Softphones
continue to be supported.
Before you start
Be sure that your system has been enabled to use IP Softphones. Display the System
Parameters Customer-Options (Optional Features) screen and verify the following field
settings:
●
Maximum Concurrently Registered IP Stations is greater than 0
●
IP Stations field is y
●
Information has been entered in the fields on the Maximum IP Registrations by
Product ID page
Be sure that your DEFINITY CSI has a C-LAN board and an IP Media Processor board.
Once you’re finished administering Communication Manager, you need to install the IP
Softphone software on each user’s PC.
Administering Avaya Aura™ Communication Manager
May 2009
89
Chapter 3: Managing Telephones
Adding a single-connect H.323 softphone
You can use the road-warrior mode when you have only a single telephone line available to
access Communication Manager over the IP network.
You also can "take over" an IP telephone. Typically you would not have a different extension for
your softphone. When you log in, the softphone takes over the existing telephone extension
(turn the DCP or IP telephone off). During this time, that DCP or IP telephone is out of service.
This is accomplished if, on the Station screen, the IP Softphone field is y.
Except for single-connect IP telephones, you have to administer two extensions for each
softphone that will be used in road-warrior mode.
Here is a single-connect example. To use extension 3001 with a softphone in road-warrior
mode, you need to administer the telephone (for example, DCP) extension. To do so, complete
the following steps:
1. Type add station 3001. Press Enter.
The system displays the Station screen.
Note that you choose to change an existing DCP extension by using change station
nnnn in this step, where nnnn is the existing DCP extension.
2. In the Type field, enter the model of telephone you want to use, such as 6408D.
3. In the Port field, type x for virtual telephone or enter the port number if there is hardware.
Note:
Note:
Port 1720 is turned off by default to minimize denial of service situations. This
applies to all IP softphones release 5.2 or later. You can change this setting, if
you have root privileges on the system, by typing the command: /opt/ecs/
sbin ACL 1720 on or off.
4. In the Security Code field, enter the password for this remote user, such as 1234321.
This password can be 3-8 digits in length.
5. In the IP Softphone field, type y.
6. On page 2, in the Service Link Mode field, type as-needed.
Set this field to permanent only for extremely busy remote telephone users, such as call
center agents.
7. In the Multimedia Mode field, type enhanced.
8. Press Enter to save your work.
Now you can install and configure the software on your PC. In this example, you can login by
entering the DCP extension (3001) and password (1234321).
90
Administering Avaya Aura™ Communication Manager
May 2009
Adding an H.323 Softphone
Adding a softphone to be used in telecommuter mode
Assign this configuration to remote users who have two available telephone lines. For example,
to administer a telecommuter mode softphone for a home user at extension 3010, complete the
following steps:
1. Type add station 3010. Press Enter.
The system displays the Station screen.
Note:
Note:
Use the add station command if this is a new DCP extension. Use the
change station command for an existing DCP extension and ignore steps 2
and 3.)
2. In the Port field, type x for virtual telephone or enter the port number if there is hardware.
3. In the Security Code field, enter the password for this remote user, such as 1234321.
This password can be up to 7 digits in length.
4. In the IP Softphone field, type y.
5. On page 2, in the Service Link Mode field, type as-needed.
Set this field to permanent only for extremely busy remote telephone users, such as call
center agents.
6. In the Multimedia Mode field, type enhanced.
7. Press Enter to save your work.
Now you can install and configure the software on your PC. In this example, you can login by
entering the DCP extension (3010) and password (1234321).
Fixing problems
Problem
Possible causes
Solutions
Display characters on
the telephone can not
be recognized.
Microsoft Windows is
not set to use Eurofont
characters.
Set the Microsoft Windows
operating system to use
Eurofont.
Administering Avaya Aura™ Communication Manager
May 2009
91
Chapter 3: Managing Telephones
Related topics
See the online help for assistance, or, on the Avaya IP Softphone CD, refer to Avaya IP
Softphone Overview and Troubleshooting for customer information on Avaya IP Softphone
modes. This is a Portable Document Format (PDF) document that is located in the Overview
Document folder on the Avaya IP Softphone CD.
Also see Getting Started, also located on the Avaya IP Softphone CD for more information on
how to install and configure the IP Softphone software.
Adding an IP telephone
The 4600-series IP Telephones are physical sets that connect to Communication Manager via
TCP/IP.
!
CAUTION:
CAUTION:
An Avaya IP endpoint can dial emergency calls (for example, 911 calls in the
U.S.). It only reaches the local emergency service in the Public Safety Answering
Point area where the telephone system has local trunks. Please be advised that
an Avaya IP endpoint cannot dial to and connect with local emergency service
when dialing from remote locations that do not have local trunks. You should not
use an Avaya IP endpoint to dial emergency numbers for emergency services
when dialing from remote locations. Avaya Inc. is not responsible or liable for any
damages resulting from misplaced emergency calls made from an Avaya
endpoint. Your use of this product indicates that you have read this advisory and
agree to use an alternative telephone to dial all emergency calls from remote
locations.
Before you start
Verify the system has a:
●
TN2302 IP Media Processor circuit pack for audio capability
●
TN799 Control-LAN circuit pack for signaling capability (for CSI Servers only)
Be sure that your system has been enabled to use IP Telephones. Display the
System-Parameters Customer-Options (Optional Features) screen and verify the following field
settings:
92
●
Maximum Concurrently Registered IP Stations is greater than 0
●
IP Stations field is y
Administering Avaya Aura™ Communication Manager
May 2009
Adding an IP telephone
●
Information has been entered in the fields on the Maximum IP Registrations by Product ID
page
Instructions
Let us add an IP telephone at extension 4005.
To assign an extension, complete the following steps:
1. Type add station 4005. Press Enter.
The system displays the Station screen.
2. In the Type field, enter the station type, in this case 4620.
Note:
Note:
When adding a new 4601 or 4602 IP telephone, you must use the 4601+ or
4602+ station type. This station type enables the Automatic Callback feature.
When making a change to an existing 4601 or 4602, you receive a warning
message, stating that you should upgrade to the 4601+ or 4602+ station type in
order to access the Automatic Callback feature.
3. The Port field is display-only, and IP appears.
4. In the Security Code field, enter a password for the IP telephone user.
Note:
Note:
Although the system accepts a null password, the IP telephone will not work
unless you assign a password.
5. Press Enter to save your work.
Changing from dual-connect to single-connect IP telephones
When you have a dual extension telephone and you upgrade to a single extension telephone,
you can remove the connection that is no longer used for that telephone.
To remove the H.323 connection that is no longer needed, first record the media complex
extension number:
1. Type change station nnnn, where nnnn is the extension number of the original
dual-connect telephone that you are replacing with a single-connect telephone.
The system displays the Station screen.
2. Move to the Media Complex Extension field.
3. Write down the number in the Media Complex field, then delete the number from the field.
4. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
93
Chapter 3: Managing Telephones
Now remove the extension you recorded. Before you remove an H.323 extension from your
system, check the status, remove it from any group or usage lists, and then delete it from the
system’s memory.
For example, if you wrote down extension 1234 before you removed it from the Media Complex
field on the Station screen, then remove extension 1234 using these steps:
1. Type status station 1234. Press Enter.
The system displays the General Status screen.
2. Make sure that the extension:
●
is idle (not making or receiving calls)
●
has no messages waiting
●
has no active buttons (such as Send All Calls or Call Forwarding)
3. Type list groups-of-extension 1234. Press Enter.
The Extension Group Membership screen shows whether the extension is a member of
any groups on the system.
4. Press Cancel.
5. If the extension belongs to a group, access the group screen and delete the extension
from that group.
For example, if extension 1234 belongs to pickup group 2, type change pickup group
2 and delete the extension from the list.
6. Type list usage extension 1234. Press Enter.
The Usage screen shows where the extension is used in the system.
7. Press Cancel.
8. If the extension appears on the Usage screen, access the appropriate feature screen and
delete the extension.
For example, if extension 1234 belongs to hunt group 2, type change hunt group 2
and delete the extension from the list.
9. Type change station 1234. Press Enter.
10. Delete any bridged appearances or personal abbreviated dialing entries. Press Enter.
11. Type remove station 1234. Press Enter.
The system displays the Station screen for this telephone so you can verify that you are
removing the correct telephone.
12. If this is the correct telephone, press Enter.
The system responds with the message command successfully completed.
If the system responds with an error message, the telephone is busy or still belongs to a
group. Press Cancel to stop the request, correct the problem, and type remove station
1234 again.
94
Administering Avaya Aura™ Communication Manager
May 2009
Adding an IP telephone
13. Remove the extension from voice mail service if the extension has a voice mailbox.
14. Type save translations. Press Enter to save your changes.
Note that you do not need to delete the extension from coverage paths. The system
automatically adjusts coverage paths to eliminate the extension.
Once you successfully remove the extension, it is permanently erased from system memory. If
you want to reactivate the extension, you have to add it again as though it were new.
Setting up emergency calls on IP telephones
Set up which "calling number" to send to the public safety access point when an emergency call
is placed from an IP telephone.
Instructions
You use the Station screen to set up emergency call handling options for IP telephones. As an
example, we’ll administer the option that prevents emergency calls from an IP telephone.
To prevent an emergency call from an IP telephone:
1. Type change station nnnn, where nnnn is the extension of the telephone you want to
modify. Press Enter.
The system displays the Station screen.
2. Click Next Page to find the Remote Softphone Emergency calls field.
3. Type block in the Remote Softphone Emergency calls field.
4. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
95
Chapter 3: Managing Telephones
!
CAUTION:
CAUTION:
An Avaya IP endpoint can dial emergency calls (for example, 911 calls in the
U.S.). It only reaches the local emergency service in the Public Safety Answering
Point area where the telephone system has local trunks. Please be advised that
an Avaya IP endpoint cannot dial to and connect with local emergency service
when dialing from remote locations that do not have local trunks. You should not
use an Avaya IP endpoint to dial emergency numbers for emergency services
when dialing from remote locations. Avaya Inc. is not responsible or liable for any
damages resulting from misplaced emergency calls made from an Avaya
endpoint. Your use of this product indicates that you have read this advisory and
agree to use an alternative telephone to dial all emergency calls from remote
locations. Please contact your Avaya representative if you have questions about
emergency calls from IP telephones.
Setting up Remote Office
Avaya Remote Office provides IP processing capabilities to traditional call handling for voice
and data between Communication Manager and offices with Remote Office hardware. You
need to add the information about Remote Office as a node in Communication Manager, add its
extensions, and set up the trunk and signaling groups.
Before you start
Be sure the following fields on the System Parameters Customer-Options (Optional Features)
screen are set to y or completed. If not, contact your Avaya representative.
●
Maximum Administered Remote Office Trunks
●
Maximum Administered Remote Office Stations
●
Product ID registration limit
●
Remote Office
●
IP station
●
ISDN-PRI
Also, be sure your Remote Office hardware is installed and administered at the remote location.
You need the following information from the remote administration:
96
●
IP address
●
Password
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Office
Adding Remote Office to Communication Manager
In our example, we’ll set up a remote-office location using Avaya R300 Remote Office
Communicator hardware in our branch office in Santa Fe. We’ll add a new node, and set up the
signaling group and trunk group.
Adding a node
Instructions
To add the remote office node to Communication Manager:
1. Type change node-names IP. Press Enter.
The system displays the IP Node Names screen.
2. In the Name field, type in a word to identify the node.
In our example, type Remote 6.
3. In the IP address field, type in the IP address to match the one on the Avaya R300
administration.
4. Press Enter to save your changes.
5. Type add remote office and the number for this remote office. Press Enter.
The system displays the Remote Office screen.
6. Fill in the following fields:
●
Node Name - match the name on the IP Node Names screen.
●
Network Region - this must match the network region on the IP Interfaces screen for
the circuit packs that connect this remote office. Use display ip-interfaces to
find this information.
●
Location - match the one set up on the Location screen for this remote office.
●
Site Data - identify the street address or identifier you want to use
7. Press Enter to save your changes.
Tip:
Tip:
Use status remote office to verify that your server running Communication
Manager recognizes the Remote Office information. It also displays the
extensions and signaling group you administer next.
Setting up a trunk group
You can modify an existing trunk group or add a new one. In our example, we’ll add trunk group
6. Before you start, perform Setting up a signaling group on page 98.
Administering Avaya Aura™ Communication Manager
May 2009
97
Chapter 3: Managing Telephones
To set up the trunk group for your remote office:
1. Type add trunk group 6.
The system displays the Trunk Group screen.
2. In the Group Type field, type ISDN.
ISDN-PRI or ISDN-BRI must be y on the System Parameters Customer-Options
(Optional Features) screen.
3. In the TAC field, type in the trunk access code that conforms to your dial plan.
4. In the Carrier Medium field, type IP (Medpro).
5. In the Dial Access field, type y.
6. In the Service Type field, type tie.
7. In the Signaling Group field, type in the signaling group you created.
8. Press Enter to save your changes.
Setting up a signaling group
Each Remote Office has own listen port and signaling group. Set up a new trunk group, or use
an existing trunk group administered for H.323 signaling.
Instructions
Set up the signaling group for remote office:
1. Type add signaling-group and the number of the group you want to add.
The system displays the Signaling Group screen.
2. In the Group Type field, type H.323.
3. In the Remote Office field, type y.
4. In the Trunk Group for Channel Selection field, type the number of the trunk you set up
for the remote office.
5. In the Near-end Node Name field, identify the node name assigned to the C-LAN that
supports the R300.
6. In the Far-end Node Name field, identify the node name assigned to the C-LAN that
supports the R300.
7. In the Near-end Listen Port field, type a port number in the 5000-9999 range.
8. In the Far-end Listen Port field, type 1720.
9. In the RRQ field, type y.
10. Tab to the Direct IP-IP Audio Connection field on another page of this screen and type y.
11. Press Enter to save your changes.
98
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Office
Setting up Remote Office on network regions
Now we will set up a network region and show the connections between regions.
Instructions
Set up network region 1:
1. Type add ip-network-region 1. Press Enter.
The system displays the IP Network Region screen.
2. In the Name field, describe the region you are setting up.
3. In the Codec Set field, type the codec set you want to use in this region.
4. In the UDP Port Range field, type the range of the UDP port number to be used for audio
transport.
5. In the Intra-region IP-IP Direct Audio field, type y.
6. In the Inter-region IP-IP Direct Audio field, type y.
7. Move to page 3 to set up connections between regions and assign codecs for inter-region
connections.
Note:
Note:
Page 2 of the IP Network Region screen shows a list of LSP servers for the
network region, and pages 4 through 19 are duplicates of page 3, providing the
ability to administer up to 250 locations.
The following connections are administered in this example:
●
codec-set 2 is used between region 1 and region 4
●
codec-set 5 is used between region 1 and region 99
●
codec-set 6 is used between region 1 and region 193.
Now you need to assign the region number to the C-LAN circuit pack. All the endpoints
registered with a specific C-LAN circuit pack belong to the C-LAN’s region. See Administering
Network Connectivity on Avaya Aura™ Communication Manager, 555-233-504, for more
information.
Adding telephones to Remote Office
Be sure the extensions you add fit your dialing plan.
Instructions
1. Type add station nnnn, where nnnn is the extension you are adding. Press Enter.
The system displays the Station screen.
2. In the Type field, type in the model of the telephone you are adding.
Administering Avaya Aura™ Communication Manager
May 2009
99
Chapter 3: Managing Telephones
3. In the Port field, type x.
This indicates that there is no hardware associated with the port assignment.
4. In the Name field, identify the telephone for your records.
5. In the Security Code field, match the password set up on the Remote Office
administration.
6. In the Remote Office Phone field, type y.
7. Press Enter to save your changes.
Downloading firmware to a 2420 or 2410 DCP telephone
You can copy updated application code into Communication Manager via TFTP over a TCP/IP
connection. This eliminates the need to physically remove the telephone and send it to the
factory for the firmware update. This feature is available on all of the servers running
Communication Manager.
Before you start
1. Type change node-name ip. Press Enter.
The system displays the IP Node Names screen.
2. Administer the TFTP server node name and the local node name (C-LAN) and IP address.
3. Press Enter to save your changes.
4. Type change ip-interfaces. Press Enter.
The IP Interfaces screen appears.
5. Administer the C-LAN Ethernet interface or processor C-LAN.
6. Press Enter to save your changes.
Downloading the firmware file to Communication Manager
1. Place the file on the TFTP server using TFTP, FTP, HTTP or another file transfer program.
2. From the Web Interface menu, click the Set LAN Security link.
3. Click Advanced. A list of settings that can be enabled or disabled through the use of
check boxes appears.
4. Scroll to tftp and check the box enabling inbound tftp traffic.
5. Click Submit.
6. Log into SAT and enter change tftp-server. Press Enter.
The system displays the TFTP Server Configuration screen.
100
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Office
7. In the Local Node Name field, enter the valid local node name from the IP Node Names
screen.
The node must be assigned to a C-LAN ip-interface or procr (processor C-LAN).
8. In the TFTP Server Node Name field, enter the valid TFTP server node name from the IP
Nodes Names screen.
9. In the TFTP Server Port field, enter the TFTP server port number from where the file
download begins.
10. In the File to Retrieve field, enter the name of the file to be retrieved.
11. Press Enter to save your changes.
The file transfer begins.
12. Type display tftp-server. Press Enter to view the status of the file transfer.
A File download successful message appears when the file transfer completes. It
also displays the file size and the file name in memory.
Downloading firmware to a single station
You must have console permissions to download someone else’s telephones.
Note:
Note:
Steps 1 through 3 need be done only once to set up the FAC for file downloads.
Thereafter, start at step 4 to download files.
To set up a FAC for file downloads:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Click Next Page until you see the Station Firmware Download Access Code field.
3. In the Station Firmware Download Access Code field, enter a valid FAC as defined in
the dial plan.
4. Press Enter to save your changes.
5. Take the 2410 or 2420 DCP telephone off-hook.
6. Dial the Station Firmware Download FAC (for instance, *36).
7. Press # if you are dialing from the target station (or dial the telephone’s extension to be
downloaded).
8. Place the telephone on-hook within 4 seconds after the confirmation tone.
The telephone is placed in a busy-out state (not able to make or receive calls) and displays
Firmware Download in Progress, the amount of the file downloaded, and a timer. The
telephone displays error messages and a success message before rebooting.
9. When the download completes, the telephone reboots and is released from the busy-out
state.
Administering Avaya Aura™ Communication Manager
May 2009
101
Chapter 3: Managing Telephones
Downloading firmware to multiple stations
You can download firmware to multiple stations of the same type, either 2410 or 2420 DCP
telephones. Download firmware to as many as 1000 stations per download schedule. You can
schedule a specific time for the download, or you can administer the download to run
immediately.
To download 2420 DCP station firmware to multiple stations:
1. Type change firmware station-download. Press Enter.
The system displays the Firmware Station Download screen.
Figure 10: Firmware Station Download screen
change firmware station-download
FIRMWARE STATION DOWNLOAD
Source File:
Schedule Download? y
Start Date/Time:/: Stop Date/Time:/:
Continue Daily Until Completed? y
Download Set Type: 2420
Beginning Station: Ending Station:
2. In the Source File field, enter the name of the file specified in the File to Retrieve field on
the TFTP Server Configuration screen.
3. In the Schedule Download field, type y. The Start Date/Time and Stop Date/Time fields
appear.
4. In the Start Date/Time field, enter the month (mm), day (dd), year (yyyy), and time
(hh:mm) that you want the download to begin.
5. In the Stop Date/Time field, enter the month (mm), day (dd), year (yyyy), and time
(hh:mm) that you want the download to begin.
6. In the Continue Daily Until Completed field, enter y if you want the system to execute
the firmware download each day at the scheduled time until all specified telephones have
received the firmware.
7. In the Beginning Station field, enter the first extension number in the range of telephones
to which you want to download the firmware. Up to 1000 stations can be included in a
scheduled download.
102
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Office
8. In the Ending Station field, enter the last extension number in the range of telephones to
which you want to download firmware. Up to 1000 stations can be included in a scheduled
download.
9. Press Enter to save your changes. The firmware download is set to run at the scheduled
time. If you entered n in the Schedule Download? field, pressing Enter immediately
initiates the download to the specified range of telephones.
Displaying firmware download status
You can use the status firmware download command to display status information for an
active download schedule.
1. Type status firmware download.
2. Press Enter.
The system displays the Status Firmware Station Download screen.
Figure 11: Status Firmware Download screen
status firmware station-download
STATUS FIRMWARE STATION DOWNLOAD
Image file:
Schedule Download?
Start Date/Time:
Continue daily until completed?
Stop Date/Time:
Terminal type for download:
Extension range:
to:
Stations completed:
Number of stations in range:
Stations unsuccessful:
Note:
If you add the qualifier last to the status firmware download command,
status information on the last download schedule is displayed.
Note:
Disabling firmware downloads
You can use the disable firmware download command to disable any active download
schedule.
To disable active downloads:
●
Type disable firmware download.
This command disables any active download schedule and the system displays Command
successfully completed at the bottom of the screen.
Administering Avaya Aura™ Communication Manager
May 2009
103
Chapter 3: Managing Telephones
104
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 4: Managing Telephone Features
Adding Feature Buttons
Once you add a telephone to the system, you can use the Station screen to change the settings
for the telephone, such as adding or changing feature button assignments. The system allows
you to assign features or functionality to each programmable button. It is up to you to decide
which features you want for each telephone and which feature you want to assign to each
button.
If you have 6400-series telephones, your users can administer some of their own feature
buttons. See Setting up Terminal Self-Administration on page 140 for more information.
Note:
Note:
An NI-BRI telephone with Communication Manager has only the Conference,
Transfer, Hold, and Drop feature buttons, none of which requires administration.
On an NI-BRI telephone, you can assign additional feature buttons only as call
appearances. As a result, NI-BRI telephone users must access all other features
of Communication Manager using feature access codes.
Additionally, the number of call appearance buttons administered in
Communication Manager (the default is three) must match the number of call
appearances programmed on the telephone.
Finally, Communication Manager does not support bridged call appearances for
NI-BRI telephones.
To assign feature buttons:
1. Type change station nnnn, where nnnn is the extension for the telephone you want
to modify. Press Enter.
2. Press Next Page until you locate the Button Assignment section of the Station screen.
Some telephones have several feature button groups. Make sure that you are changing
the correct button. If you do not know which button on the telephone maps to which
button-assignment field, see your telephone’s manual.
3. Enter the button name that corresponds to the feature you want to assign a feature button.
To determine feature button names, press Help, or refer to Telephone Feature Buttons
Table on page 108.
Administering Avaya Aura™ Communication Manager
May 2009
105
Chapter 4: Managing Telephone Features
Note:
For certain newer telephones with expanded text label display capabilities, you
can customize feature button labels to accept up to 13 alphanumeric characters.
For more information about this feature, see Increasing Text Fields for Feature
Buttons on page 106.
Note:
4. Press Enter to save your changes.
Some telephones have default assignments for buttons. For example, the 8411D includes
defaults for 12 softkey buttons. It already has assignments for features like Leave Word Calling
and Call Forwarding.
If you do not use an alias, you can easily assign different features to these buttons if you have
different needs.
If you use an alias you must leave the default softkey button assignments. The system allows
you to change the button assignments on the screen and the features work on the alias
telephone, however the labels on the display do not change.
Note:
For various features to work properly, a multiappearance station must have a call
appearance as the first button. If you try to administer the first button as other
than a call-appr (including blank), the station displays the WARNING: For TTI
or PSA to work properly, this button must be a call-appr
warning message on the screen. So, it is a best practice to use the first
appearance as a call-appr.
Note:
Increasing Text Fields for Feature Buttons
If you are using certain newer phones with expanded text label display capabilities, the Increase
Text Fields for Feature Buttons feature allows you to program and store up to 13 character
labels for associated feature buttons and call appearances. This feature is available for the
following telephones:
106
●
2410 (Release 2 or newer)
●
2420 (Release 4 or newer)
●
4610 (IP Telephone Release 2.2 or later)
●
4620 (IP Telephone Release 2.2 or later)
●
4621 (IP Telephone Release 2.2 or later)
●
4622 (IP Telephone Release 2.2 or later)
●
4625 (IP Telephone Release 3.1 or later)
Administering Avaya Aura™ Communication Manager
May 2009
Adding Feature Buttons
Enabling extended text fields for feature buttons
To enable extended text fields for feature buttons:
1. Type add station next or change station nnnn, where nnnn is the extension of
the telephone you want to customize feature button labels for.
The system displays the Station screen.
2. Ensure that Customizable Labels is set to y. This allows the user to enter 13-character
labels for all feature buttons and call appearances associated with this station.
3. Press Enter to save your changes.
4. Assign specific feature buttons as described in Adding Feature Buttons on page 105.
Note:
Note:
You can also use the existing Abbreviated Dialing (AD) button type (Abr
Program) to program AD labels. However, if you choose to utilize the Abr
Program button to program AD labels, you are limited to 5 upper case
characters. For more information on Abbreviated Dialing, see Adding Abbreviated
Dialing Lists on page 131.
Restricting customization of feature button types
In order to manage the usage of your system’s allocation of customized button labels to ensure
that VIP users have the button label customization resource available to them, you can restrict
button label customization of up to 50 specified button types for users who are not considered to
be VIP users.
To restrict customization of specific feature button types:
1. Type change button-restriction and press Enter.
The system displays the Button Type Customization Restrictions screen.
2. Ensure that the Restrict Customization Of Button Types field is set to y.
3. In the fields under Restrict Customization Of Labels For The Following Button Types,
enter the button type you want to restrict users from customizing.
Note:
Note:
When you enter the special button types abr-spchar or abrv-dial, an additional
field appears to the right of the button type. Use this special field to specify the
special character associated with the abr-spchar button type or the Abbreviated
Dialing List associated with the abrv-dial button type.
4. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
107
Chapter 4: Managing Telephone Features
Telephone Feature Buttons Table
The following table provides descriptions of the feature buttons that you can administer on
multiappearance telephones. It also lists the administrable software names and recommended
button label names. Display buttons support telephones equipped with alphanumeric displays.
Note that some buttons might require 1-lamp or 2-lamp buttons. Some buttons are not allowed
on some systems and on some telephones.
Note:
An NI-BRI telephone with Communication Manager has only the Conference,
Transfer, Hold, and Drop feature buttons, none of which requires administration.
On an NI-BRI telephone, you might assign additional feature buttons only as call
appearances. As a result, NI-BRI telephone users must access all other features
of Communication Manager using feature access codes.
Note:
Additionally, the number of call appearance buttons administered in
Communication Manager (the default is three) must match the number of call
appearances programmed on the telephone.
Finally, Communication Manager does not support bridged call appearances for
NI-BRI telephones.
Note:
Starting with Communication Manager Release 5.2, Intuity Audix IA770
application is called Communication Manager Messaging.
Note:
Table 2: Telephone feature buttons
Button name
Button label
Description
Maximum
#
AD
You can administer the # button as an
autodial feature button by entering the
CM Messaging number in the
BUTTON ASSIGNMENTS field on the
Station screen.
1 per
station
abr-prog
Abr Program
Abbreviated Dialing Program: allows
users to program abbreviated dialing
and autodial buttons or to store or
change numbers in a personal list or
group list associated with the station.
1 per
station
1 of 24
108
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
abr-spchar
AbrvDial (char)
Abbreviated Dialing Special
Character: allows users to enter an
associated special character [~, ~m
(mark), ~p (pause), ~s (suppress), ~w
(wait for dial tone), or ~W (wait
forever)] when programming an
abbreviated dialing list entry.
1 each per
station
abrdg-appr
(Ext: ____)
(extension)
Bridged Appearance of an analog
telephone: allows the user to have an
appearance of a single-line telephone
extension. Assign to a 2-lamp
appearance button.
Depends
on station
type
abrv-dial
(List: __
DC: __)
AD
Abbreviated Dialing: dials the stored
number on the specified abbreviated
dialing list.
List: specify the list number 1 to 3
where the destination number is
stored
DC: specify the dial code for the
destination number
1 per AD
list per dial
code
abrv-ring
AbRng
Abbreviated and Delayed Ringing:
allows the user to trigger an
abbreviated or delayed transition for
calls alerting at an extension.
ac-alarm
AC Alarm
Administered Connection alarm
notification: allows the user to monitor
when the number of failures for an
administered connection has met the
specified threshold.
1 per
station
aca-halt
Auto-Ckt Halt
Automatic Circuit Assurance (display
button): allows users of display
telephones to identify trunk
malfunctions. The system
automatically initiates a referral call to
the telephone when a possible failure
occurs.
When the user presses ACA Halt, the
system turns off ACA monitoring for
the entire system. The user must
press ACA Halt again to restart
monitoring.
1 per
system
2 of 24
Administering Avaya Aura™ Communication Manager
May 2009
109
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
account
Account
Account: allows users to enter Call
Detail Recording (CDR) account
codes. CDR account codes allow the
system to associate and track calls
according to a particular project or
account number.
1 per
station
admin
Admin
Administration: allows a user to
program the feature buttons on their
6400-series telephone.
1 per
station
after-call
Grp:___
AfterCall
After Call Work Mode: allows an agent
to temporarily be removed from call
distribution in order for the agent to
finish ACD-related activities such as
completing paperwork.
Grp: specify the ACD split group
number.
1 per split
group
alrt-agchg
Alert Agent
Alert Agent: indicates to the agent that
their split/skill hunt group changed
while active on a call. This button
blinks to notify the agent of the
change.
1 per
station
alt-frl
Alternate FRL
Alternate Facility Restriction Level
(FRL): activates or deactivates an
alternate facility restriction level for the
extension.
1 per
system
ani-requst
ANI Request
Automatic Number Identification
Request: allows the user to display the
calling party’s number from incoming
trunks during the voice state of call.
The trunk must support this
functionality.
1 per
station
assist
(Group: __)
Assist
Supervisory Assistance: used by an
ACD agent to place a call to a split
supervisor.
Group: specify the ACD split group
number.
1 per split
group
asvn-halt
ASVN Halt
Authorization Code Security Violation
Notification: activates or deactivates
call referral when an authorization
code security violation is detected.
1 per
system
3 of 24
110
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
atd-qcalls
AttQueueCall
Attendant Queue Calls (display
button): tracks the number of calls in
the attendant group’s queue and
displays the queue status. Assign this
button to any user who you want to
backup the attendant.
1 per
station
atd-qtime
AttQueueTime
Attendant Queue Time (display
button): tracks the calls in the
attendant group’s queue according to
the oldest time a call has been
queued, and obtains a display of the
queue status.
1 per
station
audix-rec
Audix Record
Audix One-Step Recording (display
button): activates/deactivates
recording of the current call. A
messaging hunt group extension that
is valid for the user must be entered in
the Ext: field after the name.
1 per
station
aut-msg-wt
(Ext: ___)
Msg (name or
ext #)
Automatic Message Waiting:
associated status lamp automatically
lights when an LWC message has
been stored in the system for the
associated extension (can be a VDN).
This lamp will not light on the
mapped-to physical station for
messages left for virtual extensions.
1 per
aut-mst-ex
t
auto-cback
Auto CallBack
Automatic Call Back: when activated,
allows inside user who placed a call to
a busy or unanswered telephone to be
called back automatically when the
called telephone becomes available to
receive a call.
1 per
station
auto-icom
(Group: __)
Autoic (name or ext #)
Automatic Intercom: places a call to
the station associated with the button.
The called user receives a unique
alerting signal, and a status lamp
associated with a Intercom button
flashes. Grp: Intercom — Auto-Icom
group number. This extension and
destination extension must be in the
same group.
1 per
group per
dial code
4 of 24
Administering Avaya Aura™ Communication Manager
May 2009
111
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
auto-in
(Group: __)
Auto In
Auto-In Mode: allows the user to
become automatically available for
new ACD calls upon completion of an
ACD call. Grp: The split group number
for ACD.
1 per split
group
auto-wkup
Auto Wakeup
Automatic Wakeup (display button):
allows attendants, front-desk users,
and guests to request a wakeup call to
be placed automatically to a certain
extension (cannot be a VDN
extension) at a later time.
1 per
station
autodial
SD
Allows a user to dial a number that is
not part of a stored list.
aux-work
(RC: __)
(Group: __)
AuxWork
Auxiliary Work Mode: removes agent
from ACD call distribution in order to
complete non-ACD-related activities.
RC: Optional assignment for the 1- or
2-digit Reason Code to be used to
change to Aux Work using this button,
when Reason Codes is active.
Multiple Aux Work buttons, each with
a different RC, can be assigned to the
same station set. Grp: The split group
number for ACD.
1 per split
group
brdg-appr
(Btn: __
Ext: ___)
(extension)
Bridged Call Appearance: provides an
appearance of another user’s
extension on this telephone. For
example, an assistant might have a
bridged appearance of their
supervisor’s extension. The bridged
appearance button functions exactly
like the original call appearance, for
instance it indicates when the
appearance is active or ringing.
You can assign brdg-appr buttons
only to 2-lamp appearance buttons.
You must indicate which extension
and which call appearance button the
user wants to monitor at this
telephone.
Depends
on station
type
btn-ring
Button Ring
Station User Button Ring Control:
allows users to toggle between
audible and silent call alerting.
1 per
station
5 of 24
112
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
btn-view
Button View
Button View: allows users to view, on
the telephone’s display, the contents
of any feature button. Button View
does more than the "View" or
"stored-num" feature button; these
only display what is contained in
abbreviated dialing and autodial
buttons.
When the user presses the btn-view
button and then a specific feature
button, they see the feature name and
any auxiliary data for that button. This
allows users to review the
programming of their feature buttons.
You can assign this soft-key button to
any 6400-, 7400-, or 8400-series
display telephone.
busy-ind
(TAC/Ext: __)
Busy
Busy Indication: indicates the busy or
idle status of an extension, trunk
group, terminating extension group
(TEG), hunt group, or loudspeaker
paging zone. Users can press the
busy-ind button to dial the specified
extension.
You can assign this button to any lamp
button and must specify which Trunk
or extension the user wants to
monitor.
1 per TAC/
Ext
call-appr
extension
Call Appearance: originates or
receives calls. Assign to a 2-lamp
appearance button.
Depends
on station
type
call-disp
Return Call
Call Displayed Number (display
button): initiates a call to the currently
displayed number. The number can be
from a leave word calling message or
a number the user retrieved from the
Directory.
1 per
station
call-fwd
(Ext: ___)
CFrwd (Ext #)
Call Forward (no ext #)
Activates or deactivates Call
Forwarding All Calls.
64 per
extension
call-park
Call Park
Allows the user to place the current
call in the call park state so it can be
retrieved from another telephone.
1 per
station
6 of 24
Administering Avaya Aura™ Communication Manager
May 2009
113
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
call-pkup
Call Pickup
Allows the user to answer a call that is
ringing in the user’s pickup group.
1 per
station
call-timer
Call Timer
Used only with some set types.
1 per
station
callr-info
Caller Info
(display button) Used with Call
Prompting to allow users to display
information collected from the
originator.
1 per
station
cas-backup
CAS Backup
Centralized Attendant Service
Backup: used to redirect all CAS calls
to a backup extension in the local
branch if all RLTs are out-of-service or
maintenance busy. The associated
status lamp indicates if CAS is in the
backup mode.
1 per
station
cdr1-alrm
CDR 1 Fail
CDR Alarm: associated status lamp is
used to indicate that a failure in the
interface to the primary CDR output
device has occurred.
1 per
station
cdr2-alrm
CDR 2 Fail
CDR Alarm: associated status lamp is
used to indicate that a failure in the
interface to the secondary CDR output
device has occurred.
1 per
station
cfwd-bsyda
CFBDA
Call Forward Busy/Don’t Answer:
activates and deactivates call
forwarding for calls when the
extension is busy or the user does not
answer.
64 per
extension
cfwd-enh
ECFwd (ext #)
Enhanced Cfwd (no
ext #)
Call Forwarding - Enhanced allows the
user to specify the destination
extension for both internal and
external calls.
check-in
Check In
Check In (display button): changes the
state of the associated guest room to
occupied and turns off the outward
calling restriction for the guest room’s
station.
1 per
station
7 of 24
114
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
check-out
Check Out
Check Out (display button): Changes
the state of the associated guest room
to vacant and turns on the outward
calling restriction for the guest room’s
station. Also clears (removes) any
wake-up request for the station.
1 per
station
clk-overid
ClkOverride
Clocked Manual Override (display
button): Used only by authorized
attendants and system administrators,
in association with Time of Day
Routing, to override the routing plan in
effect for the system. The override is
in effect for a specified period of time.
This feature can only be assigned to
display telephones.
1 per
station
conf-dsp
Conf Display
Allows a user to display information
about each party of a conference call.
This button can be assigned to
stations and attendant consoles.
1 per
station
consult
Consult
The Consult button allows a covering
user, after answering a coverage call,
to call the principal (called party) for
private consultation.
Activating Consult places the caller on
hold and establishes a private
connection between the principal and
the covering user. The covering user
can then add the caller to the
conversation, transfer the call to the
principal, or return to the caller.
1 per
station
cov-cback
CovrCallBack
Allows a covering party to store a
leave word calling message for the
principal (called party).
1 per
station
cov-msg-rt
Covr Msg Ret
Coverage Message Retrieval (display
button): places a covering station into
the message retrieval mode for the
purposes of retrieving messages for
the group.
1 per
station
cpn-blk
CPN Block
Blocks the sending of the calling party
number for a call.
1 per
station
8 of 24
Administering Avaya Aura™ Communication Manager
May 2009
115
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
cpn-unblk
CPN Unblock
Deactivates calling party number
(CPN) blocking and allows the CPN to
be sent for a single call.
1 per
station
crss-alert
Crisis Alert
Crisis Alert (display button): provide
this button to the telephones or
consoles that you want to notify when
any user makes an emergency call.
(You define which calls are
emergency calls on the AAR/ARS
Analysis screen by setting the Call
Type to alrt.)
After a user receives an alert, they can
press the crss-alert button to disable
the current alert.
If tenant partitioning is active, the
attendants within a partition can
receive emergency notification only
from callers in the same partition.
1 per
station
10 per
system
data-ext
Data (data ext #)
Data Extension: sets up a data call.
Can be used to pre-indicate a data call
or to disconnect a data call. Cannot be
a VDN or ISDN-BRI extension.
1 per dataextension
group
date-time
Time/Date
Date and Time (display button):
displays the current date and time. Do
not assign this button to 6400-series
display telephones as they normally
show the date and time.
1 per
station
delete-msg
Delete Msg
Delete message (display button):
deletes a stored LWC message or
wakeup request.
1 per
station
dial-icom
(Grp: ___)
Dial Icom
Dial Intercom: accesses the intercom
group assigned to the button. Grp:
Intercom — Dial (Dial Icom) group
number.
1 per
group
did-remove
DID Remove
DID Remove (display button): allows
DID assignments to be removed.
1 per
station
did-view
DID View
DID View (display button): allows DID
assignments to be displayed and
changed. Allows choice between
XDID and XDIDVIP numbers.
1 per
station
9 of 24
116
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
directory
Directory
Directory (display button): allows
users with display telephones to
access the integrated directory, use
the touch-tone buttons to key in a
name, and retrieve an extension from
the directory. The directory contains
the names and extensions that you
have assigned to the telephones
administered in your system.
If you assign a directory button, you
should also assign a Next and
Call-Disp button to the telephone.
These buttons allow the user to
navigate within the integrated directory
and call an extension once they find
the correct one.
1 per
station
Note: Vector Directory Numbers do
not appear in the integrated directory.
Also, if you assign a name beginning
with two tildes (~~} to a telephone, and
Display Character Set on the System
Parameters Country-Options screen is
set to Roman, the name does not
appear in the integrated directory.
Note that this is the only way to hide a
name in the integrated directory.
dir-pkup
Dir Pickup
Directed call pickup: allows the user to
answer a call ringing at another
extension without having to be a
member of a pickup group.
disp-chrg
Disp Charges
Provides your display telephone with a
visual display of accumulated charges
on your current telephone call. Used
exclusively outside the U.S. and
Canada.
1 per
station
disp-norm
Local/
Normal
Normal (display button): Toggles
between LOCAL display mode
(displays time and date) and NORMAL
mode (displays call-related data). LED
off = LOCAL mode and LED on =
NORMAL.
1 per
station
10 of 24
Administering Avaya Aura™ Communication Manager
May 2009
117
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
dn-dst
DoNotDisturb
Places the user in the do not disturb
mode.
1 per
station
drop
Drop
Allows users to drop calls. Users can
drop calls from automatic hold or drop
the last party they added to a
conference call.
ec500
EC500
Administers an Extension to Cellular
feature button on the office telephone.
When you enter this value, the Timer
subfield displays, and defaults to n.
Set the optional Timer subfield to y to
include an Extension to Cellular timer
state for the administered feature
button. When the timer state is
included, the Extension to Cellular
user can activate a one-hour timer to
temporarily disable Extension to
Cellular through this administered
feature button. Leaving the default
setting of n excludes the timer state.
1 per
station
exclusion
Exclusion
Exclusion: allows multiappearance
telephone users to keep other users
with appearances of the same
extension from bridging onto an
existing call.
If the user presses the Exclusion
button while other users are already
bridged onto the call, the other users
are dropped.
There are two means of activating
exclusion.
● Manual Exclusion — when the
user presses the Exclusion
button (either before dialing or
during the call).
● Automatic Exclusion — as soon as
the user picks up the handset. To
turn off Automatic Exclusion
during a call, the user presses the
Exclusion button. To use
Automatic Exclusion, set the
Automatic Exclusion by COS
field to y on the Feature-Related
System Parameters screen.
1 per
station
11 of 24
118
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
ext-dn-dst
ExtDoNotDisturb
Extension — Do Not Disturb (display
button): used by the attendant console
or hotel front desk display telephone to
activate do not disturb and assign a
corresponding deactivate time to an
extension.
1 per
station
extnd-call
Extend Call
Allows the user to extend the current
call to an Off-PBX/Extension to
Cellular telephone.
1 per
station
fe-mute
Far End Mute
Allows a user to mute a selected party
on a conference call. This button can
be assigned to stations and attendant
consoles.
1 per
station
flash
Flash
1) Allows a station on a trunk call with
Trunk Flash to send a Trunk Flash
signal to the far end (e.g., Central
Office); 2) allows a station on a CAS
main call to send a Trunk Flash signal
over the connected RLT trunk back to
the branch to conference or transfer
the call.
1 per
station
goto-cover
Goto Cover
Go To Coverage: sends a call directly
to coverage instead of waiting for the
called inside-user to answer. Go to
Cover forces intercom and priority
calls to follow a coverage path.
1 per
station
Note: Go to Cover cannot be activated
for calls placed to a Vector Directory
Number extension. Go to Cover can
be used to force a call to cover to a
VDN if the called principal has a VDN
as a coverage point.
grp-dn-dst
GrpDoNotDstrb
Group Do Not Disturb (display button):
places a group of telephones into the
do not disturb mode.
grp-page
(Number:___)
GrpPg
Allows users to make announcements
to groups of stations by automatically
turning on their speakerphones.
Number: The extension of the page
group.
1 per
station
12 of 24
Administering Avaya Aura™ Communication Manager
May 2009
119
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
headset
Headset
Signals onhook/offhook state changes
to Communication Manager. The
green LED is on for offhook state and
off (dark) for onhook state.
1 per
station
hunt-ns
(Grp: ___)
HuntNS
Hunt-Group Night Service: places a
hunt-group into night service. Grp:
Hunt group number.
3 per hunt
group
in-call-id
(Type: __
Grp: ___)
INCallID (group #,
type, name, or ext #)
The Coverage Incoming Call
Identification (ICI) button allows a
member of a coverage answer group
or hunt group to identify an incoming
call to that group even though the
member does not have a display
telephone.
In the Type field, enter c for coverage
answer groups and type of h for a hunt
group. In the Grp field, enter the group
number.
1 per
group-type
per group
inspect
Inspect
Inspect (display button): allows users
on an active call to display the
identification of an incoming call.
Inspect also allows users to determine
the identification of calls they placed
on Hold.
1 per
station
int-aut-an
IntAutoAnswer
Internal Automatic Answer: causes
any hybrid or digital station to
automatically answer incoming
internal calls.
1 per
station
last-numb
LastNumb Dialed
Last Number Dialed (redial): originates
a call to the number last dialed by the
station.
1 per
station
lic-error
License Error
License-Error: indicates a major
License File alarm. Pressing the
button does not make the light go out.
The button goes out only after the
error is cleared and Communication
Manager returns to License-Normal
Mode. You can administer this button
on telephones and attendant
consoles.
1 per
telephone
20 per
system
(Server
CSI)
13 of 24
120
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
limit-call
LimitInCalls
Limit Number of Concurrent Calls
feature: allows user to limit the number
of concurrent calls at a station to one
call, where normally multiple call
appearances can terminate at the
station.
1 per
station
link-alarm
(link# ___)
Link Fail (link #)
Link Alarm: associated status lamp
indicates that a failure has occurred on
one of the Processor Interface circuit
pack data links. Link: Link number — 1
to 8 for multi-carrier media gateways
or 1 to 4 for single-carrier media
gateway.
8 per
station
lsvn-halt
LSVN Halt
Login Security Violation Notification:
activates or deactivates referral call
when a login security violation is
detected.
1 per
system
lwc-cancel
Cancel LWC
Leave Word Calling Cancel: cancels
the last leave word calling message
originated by the user.
1 per
station
lwc-lock
Lock LWC
Leave Word Calling Lock: locks the
message retrieval capability of the
display module on the station.
1 per
station
lwc-store
Store LWC
Leave Word Calling Store: leaves a
message for the user associated with
the last number dialed to return the
call to the originator.
1 per
station
major-alrm
Major Alarm
Major Alarm: assign to a status lamp
to notify the user when major alarms
occur. Major alarms usually require
immediate attention.
1 per
station
man-msg-wt
(Ext: ___)
Msg Wait (name or
ext #)
Manual Message Waiting: allows a
multiappearance telephone user to
press a button on their telephone in
order to light the Manual Message
Waiting button at another telephone.
You can administer this feature only to
pairs of telephones, such as an
assistant and an executive. For
example, an assistant can press the
man-msg-wt button to signal the
executive that they have a call.
None
14 of 24
Administering Avaya Aura™ Communication Manager
May 2009
121
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
man-overid
(TOD: _)
ManOverid
Immediate Manual Override (display
button): allows the user (on a system
with Time of Day Routing) to
temporarily override the routing plan
and use the specified TOD routing
plan.
TOD: specify the routing plan the user
wants to follow in override situations.
1 per
station
manual-in
(Group: __)
Manual In
Manual-In Mode: prevents the user
from becoming available for new ACD
calls upon completion of an ACD call
by automatically placing the agent in
the after call work mode. Grp: The split
group number for ACD.
1 per split
group
mct-act
MCT Activate
Malicious Call Trace Activation: sends
a message to the MCT control
extensions that the user wants to trace
a malicious call. MCT activation also
starts recording the call, if your system
has a MCT voice recorder.
1 per
station
mct-contr
MCT Control
Malicious Call Trace Control: allows
the user to take control of a malicious
call trace request. Once the user
becomes the MCT controller, the
system stops notifying other MCT
control extensions of the MCT
request.
NOTE: To add an extension to the
MCT control group, you must also add
the extension on the Extensions
Administered to have an MCT-Control
Button screen. For information about
this screen, see Avaya Aura™
Communication Manager Screen
Reference, 03-602878.
When the user presses the MCT
Control button, the system first
displays the called party information.
Pressing the button again displays the
rest of the trace information.
The MCT controller must dial the MCT
Deactivate feature access code to
release control.
1 per
station
15 of 24
122
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
mf-da-intl
Directory Assistance
Multifrequency Operator International:
allows users to call Directory
Assistance.
1 per
station
mf-op-intl
CO attendant
Multifrequency Operator International:
allows users to make international
calls to the CO attendant.
1 per
station
mj/mn-alrm
Mj/Mn Alarm
Minor Alarm: assign to a status lamp
to notify the user when minor or major
alarms occur. Minor alarms usually
indicate that only a few trunks or a few
stations are affected.
1 per
station
mm-basic
MM Basic
Multimedia Basic: used to place a
multimedia complex into the "Basic"
mode or to return it to the "Enhanced"
mode.
1 per
station
mm-call
MM Call
Multimedia Call: used to indicate a call
is to be a multimedia call.
1 per
station
mm-cfwd
MM Call Fwd
Multimedia Call Forward: used to
activate forwarding of multimedia calls
as multimedia calls, not as voice
calls.
1 per
station
mm-datacnf
MM Data Cnf
Multimedia Data Conference: used to
initiate a data collaboration session
between multimedia endpoints;
requires a button with a lamp.
1 per
station
mm-multnbr
MM Mult Nbr
Indicate that the user wants to place
calls to 2 different addresses using the
2 B-channels.
1 per
station
mm-pcaudio
MM PC Audio
Switches the audio path from the
telephone (handset or speakerphone)
to the PC (headset or speakers/
microphone).
1 per
station
msg-retr
Msg Retrieve
Message Retrieval (display button):
places the station’s display into the
message retrieval mode.
1 per
station
mwn-act
MsgWaitAct
Message Waiting Activation: lights a
message waiting lamp on an
associated station.
1 per
station
16 of 24
Administering Avaya Aura™ Communication Manager
May 2009
123
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
mwn-deact
MsgWaitDeact
Message Waiting Deactivation: dims a
message waiting lamp on an
associated station.
1 per
station
next
Next
Next (display button): steps to the next
message when the telephone’s
display is in Message Retrieval or
Coverage Message Retrieval mode.
Shows the next name when the
telephone’s display is in the Directory
mode.
1 per
station
night-serv
Night Service
Night Service Activation: toggles the
system in or out of Night Service
mode.
1 per
station
noans-alrt
NoAnsAlrt
Redirection on No Answer Alert:
indicates a Redirection on No Answer
timeout has occurred for the split.
1 per hunt
group
no-hld-cnf
No Hold Conf
No Hold Conference: can
automatically conference another
party while continuing the existing call.
1 per
station
normal
Normal Mode
Normal (display button): places the
station’s display into normal call
identification mode.
1 per
station
off-bd-alm
OffBoardAlarm
Off board Alarm: associated status
lamp lights if an off-circuit pack major,
minor, or warning alarm is active on a
circuit pack. Off-board alarms (loss of
signal, slips, misframes) relate to
problems on the facility side of the
DS1, ATM, or other interface.
1 per
attendant
per-COline
(Grp: ___)
COLine (line #)
Personal CO Line: allows the user to
receive calls directly via a specific
trunk. Grp: CO line group number.
1 per
group
pms-alarm
PMS Failure
Property Management System alarm:
associated status lamp indicates that
a failure in the PMS link occurred. A
major or minor alarm condition raises
the alarm.
1 per
station
post-msgs
Posted MSGs
Posted Messages: Allows the user to
display a specific message to callers.
1 per
station
17 of 24
124
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
pr-awu-alm
AutoWakeAlarm
Automatic Wakeup Printer Alarm:
associated status lamp indicates that
an automatic wakeup printer interface
failure occurred.
1 per
station
pr-pms-alm
PMS Ptr Alarm
PMS Printer Alarm: associated status
lamp indicates that a PMS printer
interface failure occurred.
1 per
station
pr-sys-alm
Sys Ptr Alarm
System Printer Alarm: associated
status lamp indicates that a system
printer failure occurred.
1 per
station
print-msgs
Print Msgs
Print Messages: allows users to print
messages for any extension by
pressing the button and entering the
extension and a security code.
1 per
station
priority
Priority Call
Priority Calling: allows a user to place
priority calls or change an existing call
to a priority call.
1 per
station
q-calls
(Grp: ___)
QueueCall
Queue Calls: associated status lamp
flashes if a call warning threshold has
been reached. Grp: Group number of
hunt group.
1 per hunt
group per
station
q-time
(Grp: ___)
QueueTime
Queue Time: associated status lamp
flashes if a time warning threshold has
been reached. Grp: Group number of
hunt group.
1 per hunt
group per
station
release
Release
Releases an agent from an ACD call.
1 per
station
ring-stat
Ringer Status
Users can display the ringer status for
a line or bridged appearance by
pressing the ring-stat button followed
by a call-appr, brdg-appr or
abrdg-appr button. Depending on the
ringer status, the display shows:
● Ringer On
● Ringer Off
● Ringer Delayed
● Ringer Abbreviated
1 per
station
ringer-off
Ringer Off
Ringer-Cutoff: silences the alerting
ringer on the station.
1 per
station
18 of 24
Administering Avaya Aura™ Communication Manager
May 2009
125
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
rs-alert
ResetAlert
The associated status lamp lights if a
problem escalates beyond a warm
start.
1 per
station
rsvn-halt
RSVN Halt
Remote Access Barrier Code Security
Violation Notification Call: activates or
deactivates call referral when a
remote access barrier code security
violation is detected.
1 per
system
scroll
Scroll
Scroll (display button): allows the user
to select one of the two lines
(alternates with each press) of the
16-character LCD display. Only one
line displays at a time.
1 per
station
send-calls
(Ext: ___)
SAC (ext #)
Send All Calls allows users to
temporarily direct all incoming calls to
coverage regardless of the assigned
call-coverage redirection criteria.
Assign to a lamp button.
64 per
extension
send-term
Send TEG
Send All Calls For Terminating
Extension Group: allows the user to
forward all calls directed to a
terminating extension group.
1 per TEG
serv-obsrv
Service Obsrv
Service Observing: activates Service
Observing. Used to toggle between a
listen-only and a listen-talk mode.
1 per
station
19 of 24
126
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
share-talk
Share Talk
Share Talk: enables multiple DCP or
H323 IP endpoints that are registered
to the same extension to share talk
capability. Normally, when more than
one endpoint requests RTP (Real
Time Transfer Protocol) media, only
one of the endpoints (Base Set) is
capable of talking and listening, while
the other endpoints are connected in
listen-only mode. This button allows all
the endpoints that are associated with
the extension to share the talk
capability. Note that in Communication
Manager 5.0, only AE Server DMCC
(Device, Media, and Call Control)
endpoints are capable of requesting
RTP while they are sharing control of
the extension. For more information
on DMCC, see Avaya MultiVantage®
Application Enablement Services
Administration and Maintenance
Guide, 02-300357.
1 per
station
signal
(Ext: ___)
Sgnl (name or
ext #)
Signal: allows the user to use one
button to manually signal the
associated extension. The extension
cannot be a VDN extension.
1 per
signal
extension
ssvn-halt
SSVN Halt
Toggle whether or not station security
code violation referrals are made to
the referral destination.
1 per
station
sta-lock
Station Lock
When Station Lock is enabled, the
only calls that can be made from the
station are those allowed by the COR
administered in the Station Lock
COR field.
1 per
station
start-bill
Start Bill
After an ACD agent answers a call,
the agent can press this button to
send an ISDN CONNECT message to
the PSTN network to start the PSTN
call–billing for a call at the PSTN
switch.
1 per
station
stored-num
Stored Number
Enables a display mode that displays
the numbers stored in buttons.
1 per
station
20 of 24
Administering Avaya Aura™ Communication Manager
May 2009
127
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
stroke-cnt
(Code:_)
Stroke Count
(#)
Automatic Call Distribution Stroke
Count # (0, 1, 2, 3, 4, 5, 6, 7, 8, or 9)
sends a message to CMS to
increment a stroke count number.
up to 10
per station
team
Team
The Team Button has two generic
functions, a display function and an
execution function. The display
function allows any member of a team
(monitoring station) to observe the
station state of other team members
(monitored station). As an execution
function, the Team Button can be used
as Speed Dial Button or Pick-Up
Button where a call to the monitored
station is established directly or a
ringing call is picked from the
monitored station.
Ext: This field appears when you
enter the button type team. Enter the
extension of the principal station of the
virtual "team."
Rg
This field appears when you enter the
button type team. Enter the kind of
audible ringing for the team button.
Valid entries are a(bbreviated),
d(elayed), n(o-ring), and r(ing).
15 per
monitoring
station
term-x-gr
(Grp: ___)
TermGroup (name or
ext #)
Terminating Extension Group:
provides one or more extensions.
Calls can be received but not
originated with this button. Grp: TEG
number.
1 per TEG
timer
Timer
Used only with some set types.
1 per
station
togle-swap
Toggle-Swap
Allows a user to toggle between two
parties before completing a
conference or a transfer.
1 per
station
trk-ac-alm
FTC Alarm
Facility Test Call Alarm: associated
status lamp lights when a successful
Facility Test Call (FTC) occurs.
1 per
station
21 of 24
128
Administering Avaya Aura™ Communication Manager
May 2009
Telephone Feature Buttons Table
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
trk-id
Trunk ID
Trunk Identification (display button):
identifies the tac (trunk access code)
and trunk member number associated
with a call.
1 per
station
trunk-name
Trunk Name
(display button) Displays the name of
the trunk as administered on the CAS
Main or on a server without CAS.
1 per
station
trunk-ns
(Grp: ___)
Trunk NS
Trunk-Group Night Service: places a
trunk-group into night service. Grp:
Trunk group number.
3 per trunk
group
usr-addbsy
Add Busy Indicator
Adds the busy indicator.
1 per
station
usr-rembsy
Remove Busy
Indicator
Removes the busy indicator.
1 per
station
uui-info
UUI-Info
Allows users to see up to 32 bytes of
ASAI-related UUI-IE data.
1 per
station
verify
Verify
Busy Verification: allows users to
make test calls and verify a station or
a trunk.
1 per
station
vip-chkin
VIP Check In
VIP Check-in (display button): allows
user to assign the XDIDVIP number to
the room extension.
1 per
station
vip-retry
VIP Retry
VIP Retry: starts to flash when the
user places a VIP wakeup call and
continues to flash until the call is
answered. If the VIP wakeup call is not
answered, the user can press the VIP
Retry button to drop the call and
reschedule the VIP wakeup call as a
classic wakeup call.
To assign this button, you must have
both Hospitality and VIP Wakeup
enabled.
1 per
station
vip-wakeup
VIP Wakeup
VIP Wakeup: flashes when a VIP
wakeup reminder call is generated.
The user presses the button to place a
priority (VIP) wakeup call to a guest.
To assign this button, you must have
both Hospitality and VIP Wakeup
enabled.
1 per
station
22 of 24
Administering Avaya Aura™ Communication Manager
May 2009
129
Chapter 4: Managing Telephone Features
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
voa-repeat
VOA Repeat
VDN of Origin Announcement. VDN of
Origin Announcement must be
enabled.
1 per
station
voice-mail
Message
This is not an administrable button, but
maps to the fixed hard "message"
button on newer telephones.
1 per
station
vu-display
(format: __
ID: __)
Vu Display #
VuStats Display: allows the agent to
specify a display format for the
statistics. If you assign a different
VuStats display format to each button,
the agent can use the buttons to
access different statistics. You can
assign this button only to display
telephones.
format: specify the number of the
format you want the button to display
ID (optional): specify a split number,
trunk group number, agent extension,
or VDN extension
limited to
the
number of
feature
buttons on
the
telephone
whisp-act
WhisperAct
Whisper Page Activation: allows a
user to make and receive whisper
pages. A whisper page is an
announcement sent to another
extension who is active on a call
where only the person on the
extension hears the announcement;
any other parties on the call cannot
hear the announcement.
The user must have a class of
restriction (COR) that allows
intra-switch calling to use whisper
paging.
1 per
station
whisp-anbk
WhisperAnbk
Whisper Page Answerback: allows a
user who received a whisper page to
respond to the user who sent the
page.
1 per
station
23 of 24
130
Administering Avaya Aura™ Communication Manager
May 2009
Adding Abbreviated Dialing Lists
Table 2: Telephone feature buttons (continued)
Button name
Button label
Description
Maximum
whisp-off
WhisperOff
Deactivate Whisper Paging: blocks
other users from sending whisper
pages to this telephone.
1 per
station
work-code
Work Code
Call Work Code: allows an ACD agent
after pressing "work-code" to send up
to 16 digits (using the dial pad) to
CMS.
1 per
station
24 of 24
Adding Abbreviated Dialing Lists
Abbreviated dialing is sometimes called speed dialing. It allows you to dial a short code in place
of an extension or telephone number.
When you dial abbreviated-dialing codes or press abbreviated-dialing buttons, you access
stored numbers from special lists. These lists can be personal (a list of numbers for an
individual telephone), group (a department-wide list), system (a system-wide list), or enhanced
numbers (allows for a longer list of numbers). The version and type of your system determine
which lists are available and how many entries you can have on each list.
Note:
Note:
You can designate all group-number lists, system-number lists, and
enhanced-number lists as "privileged." Calls automatically dialed from a
privileged list are completed without class of restriction (COR) or facility restriction
level (FRL) checking. This allows access to selected numbers that some
telephone users might otherwise be restricted from manually dialing. For
example, a user might be restricted from making long-distance calls. However,
you can program the number of a branch office that is long distance into an AD
list as privileged. Then, the user can call this office location using AD, while still
being restricted from making other long-distance calls.
Administering Avaya Aura™ Communication Manager
May 2009
131
Chapter 4: Managing Telephone Features
!
SECURITY ALERT:
SECURITY ALERT:
Privileged group-number, system-number, and enhanced-number lists provide
access to numbers that typically would be restricted.
Instructions
As an example, we will program a new group list:
1. Type add abbreviated-dialing group next. Press Enter.
The system displays the Abbreviated Dialing List screen.
2. Enter a number (in multiples of 5) in the Size field. This number defines the number of
entries on your dialing list.
For example, if you have 8 telephone numbers you want to store in the list, type 10 in the
Size field.
3. If you want another user to be able to add numbers to this list, enter their extension in the
Program Ext field.
For example, if you want the user at 4567 to be able to change group list 3, enter 4567 in
this field.
4. Enter the telephone numbers you want to store, one for each dial code.
Each telephone number can be up to 24 digits long.
5. Press Enter to save your changes.
You can display your new abbreviated-dialing list to verify that the information is correct or print
a copy of the list for your paper records.
Once you define a group list, you need to define which stations can use the list. For example,
we will set up station 4567 so it has access to the new group list.
To give station 4567 access to the group list:
1. Type change station 4567. Press Enter.
The system displays the Abbreviated Dialing List screen.
2. Press Next Page until you see the Abbreviated Dialing List fields.
3. Type group in any of the List fields. Press Enter.
A blank list number field appears.
4. Type 3 in the list number field.
When you assign a group or personal list, you must also specify the personal list number
or group list number.
5. Press Enter to save your changes.
132
Administering Avaya Aura™ Communication Manager
May 2009
Adding Abbreviated Dialing Lists
The user at extension 4567 can now use this list by dialing the feature access code for the list
and the dial code for the number they want to dial. Alternatively, you can assign an abbreviated
dialing button to this station that allows the user press one button to dial a specific stored
number on one of their three assigned abbreviated lists.
Fixing problems
Problem
Possible causes
A user cannot
access a dial
list
●
●
●
Solutions
The specific list
might not be
assigned to the
user’s telephone.
Resolution:
If the user
attempted to use a
feature access code
to access the list,
they might have
dialed the incorrect
feature access
code.
Resolution:
If the user
attempted to press
a feature button,
they might have
pressed the
incorrect feature
button.
Resolution:
1. Type display station
nnnn, where nnnn is the user’s
extension. Press Enter.
2. Review the current settings of
the List1, List2, and List3
fields to determine if the list the
user wants to access is
assigned to their telephone.
3. Type display
feature-access-codes.
Press Enter.
4. Verify that the user is dialing
the appropriate feature access
code.
5. Type display station
nnnn, where nnnn is the user’s
extension. Press Enter.
6. Review the current feature
button assignments to
determine if the user was
pressing the assigned button.
1 of 2
Administering Avaya Aura™ Communication Manager
May 2009
133
Chapter 4: Managing Telephone Features
Problem
Possible causes
A user cannot
access a dial
list - continued
●
A user
complains that
using an
abbreviated
dial list dials
the wrong
number.
●
●
Solutions
If the user
attempted to press
the correct feature
button, the button
might not be set up
correctly.
Resolution:
The user could be
using the wrong dial
code.
The dial code could
be defined
incorrectly.
Resolution:
1. Type display station
nnnn, where nnnn is the user’s
extension. Press Enter.
2. Review the current feature
button assignments to see if
the list number and dial code
are correct.
1. Ask the user what number they
dialed or button they pressed
to determine which list and dial
code they attempted to call.
2. Access the dialing list and
verify that the number stored
for the specific dial code
corresponds to the number the
user wanted to dial. (For
example to access a group list,
type display
abbreviated-dialing
group x. Press Enter, where
x is a group list number.)
3. If the user dialed the wrong
code, give them the correct
code.
4. If the dial code is wrong, press
Cancel and use the
appropriate change command
to re-access the abbreviated
dialing list. Correct the number.
Press Enter.
2 of 2
134
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Bridged Call Appearances
More information
There are limits to the total number of abbreviated dialing list entries, the number of personal
dial lists, and the number of group dial lists that your system can store. Because of these
limitations, you should avoid storing the same number in more than one list. Instead, assign
commonly dialed numbers to the system list or to a group list. You can determine the
abbreviated dialing storage capacity, by referring to the System Capacity screen for the
abbreviated dialing values (type display capacity). For details on the System Capacity
screen, see Maintenance Commands for Avaya Aura™ Communication Manager, Media
Gateways and Servers, 03-300431.
Related topics
For more information, see Abbreviated Dialing in Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205.
Setting up Bridged Call Appearances
Think of a bridged call appearance as a telephone (the primary set) with an extension (the
bridged-to appearance). Both telephones can be used to call in and out and both show when a
line is in use. A call to the primary telephone is bridged to a specific appearance, or button, on
the secondary telephone. The secondary telephone retains all its functions, and a specific
button is dedicated as the bridged-to appearance from the primary telephone.
Bridged call appearances have to be assigned to telephones with double-lamp buttons, or
lights. The telephone types do not need to match, but as much consistency as possible is
recommended for all telephones in a bridged group. When a call comes in on bridged
telephones, the buttons assigned to the bridged appearances flash. You can assign as many
bridged appearances as there are line appearances on the primary telephone, and you can
assign ringing (alerting) to one or more of the telephones.
Instructions
To create a bridged call appearance:
1. Note the extension of the primary telephone.
A call to this telephone lights the button and, if activated, rings at the bridged-to
appearance on the secondary telephone.
Administering Avaya Aura™ Communication Manager
May 2009
135
Chapter 4: Managing Telephone Features
2. If you want to use a new telephone for the bridged-to extension, duplicate a station.
For information, see Duplicating telephones on page 75.
3. Type change station and the bridged-to extension. Press Enter.
4. Press Next Page until the Feature Options page of the Station screen appears.
5. For the Per Button Ring Control field (digital sets only):
●
If you want to assign ringing separately to each bridged appearance, type y.
●
If you want all bridged appearances to either ring or not ring, leave the default n.
6. Move to Bridge Call Alerting.
If you want the bridged appearance to ring when a call arrives at the primary telephone,
type y. Otherwise, leave the default n.
7. Complete the appropriate field for your telephone type.
If. . .
Then. . .
your primary telephone is
analog
move to the Line Appearance field
and enter abrdg-appr
your primary telephone is
digital
move to the BUTTON
ASSIGNMENTS field and enter
brdg-appr
8. Press Enter.
Btn and Ext fields appear. If Per Button Ring Control is set to y on the Station screen for
the digital set, Btn, Ext, and Ring fields appear.
9. Enter the primary telephone’s button number that you want to assign as the bridged call
appearance.
This button flashes when a call arrives at the primary telephone.
10. Enter the primary telephone extension.
11. If the Ring field appears:
●
If you want the bridged appearance to ring when a call arrives at the primary
telephone, type y.
●
If you do not want the bridged appearance to ring, leave the default n.
12. Press Enter to save your changes.
To see if an extension has any bridged call appearances assigned, type list bridge and the
extension. Press Enter.
136
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Extension to Cellular
More information
Following are a list of example situations where you might want to use bridged appearances.
●
A secretary making or answering calls on an executive’s primary extension
These calls can be placed on hold for later retrieval by the executive, or the executive can
simply bridge onto the call. In all cases, the executive handles the call as if he or she had
placed or answered the call. It is never necessary to transfer the call to the executive.
●
Visitor telephones
An executive might have another telephone in their office that is to be used by visitors. It
might be desirable that the visitor be able to bridge onto a call that is active on the
executive’s primary extension number. A bridged call appearance makes this possible.
●
Service environments
It might be necessary that several people be able to handle calls to a particular extension
number. For example, several users might be required to answer calls to a hot line number
in addition to their normal functions. Each user might also be required to bridge onto
existing hot line calls. A bridged call appearance provides this capability.
●
A user frequently using telephones in different locations
A user might not spend all of their time in the same place. For this type of user, it is
convenient to have their extension number bridged at several different telephones.
Note:
Note:
Best practices for bridged appearances:
●
Do not add a bridged appearance as line appearance 1 for any station. Doing this
can cause unexpected feature interactions with features like Service Observing
and TTI.
Setting up Extension to Cellular
Use the Extension to Cellular feature to extend your office calls and Communication Manager
features to a cellular telephone. For a detailed description of the Extension to Cellular feature
and how to administer it, see Extension to Cellular in Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205, or Avaya Extension to Cellular User’s
Guide, 210-100-700.
Administering Avaya Aura™ Communication Manager
May 2009
137
Chapter 4: Managing Telephone Features
The following table provides a quick reference to the screens and fields used in administering
the Extension to Cellular feature.
Table 3: Screens for administering Extension to Cellular
Screen name
Purpose
Fields
Stations with Off-PBX
Telephone Integration
Map station extensions to
application types and external
telephone numbers.
All
Off-PBX Telephone
Mobile-FeatureExtension
Administer CTI feature.
Mobile Call (CTI) Extension
Feature Access Code
(FAC)
Set up access codes for
Communication Manager
features.
Feature Access Code
Extension to Call Which
Activate Features by
Name
Map a dialed extension to
activate a feature (FNE) within
Communication Manager from
a cell phone. Some FNEs
require FAC administration.
Extension
Telecommuting Access
Create an Extension to
Cellular remote access
number.
All
Security-Related
System Parameters
Define a system-wide station
security code length.
Minimum Station Security Code
Length
Station
Assign feature buttons and
timers.
BUTTON ASSIGNMENTS
Language Translations
To review the office telephone
feature button assignments.
All
Numbering-Public/
Unknown Format
Assign 10-digit caller
identification.
All
Coverage Path
Set up number of unanswered
rings prior to coverage.
Number of Rings
Trunk Group
Enable Call Detail Recording
for outgoing trunk.
CDR Reports
DS1 Circuit Pack
Administer a DS1 Circuit pack
for R2MFC for Extension to
Cellular use.
Signaling Mode: CAS
Interconnect: CO
1 of 2
138
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Extension to Cellular
Table 3: Screens for administering Extension to Cellular (continued)
Screen name
Purpose
Fields
Trunk Group
Administer a trunk group for
Extension to Cellular use.
Group Type
Trunk Type
Outgoing Dial Type
Incoming Dial Type
Receive Answer Supervision?
Note: For more information,
see Extension to Cellular in
Avaya Aura™ Communication
Manager Feature Description
and Implementation,
555-245-205.
Multifrequencysignaling-relatedparameters
Administer MFC parameters
needed for Extension to
Cellular.
Note: For more information,
see Guidelines for
administering Multifrequency
Signaling in Avaya Aura™
Communication Manager
Feature Description and
Implementation, 555-245-205.
System Capacity
Verify used, available, and
system station limits.
Incoming Call Type: group-ii-mfc
(for MFC signaling)
Outgoing Call Type: group-ii-mfc
(for MFC signaling)
Request Incoming ANI (non-AR/
ARS)? y
Off-PBX Telephone - Extension
to Cellular
Off-PBX Telephone - OPS
Off-PBX Telephone - PBFMC
Off-PBX Telephone - PVFMC
2 of 2
Setting up an Extension to Cellular Feature Access Button
Extension to Cellular provides the capability to administer an Extension to Cellular feature
access button on the user’s office telephone to enable and disable the feature. You can also
configure an optional timer. You administer this feature button on page 3 of the Station screen
for the "host" office extension to which Extension to Cellular is linked.
The process described below explains how to administer an Extension to Cellular feature button
and include the optional Extension to Cellular timer. The Extension to Cellular feature button is
available on telephones which support administrable feature buttons.
To set up an Extension to Cellular feature button with optional timer:
1. Type change station n (where n is the extension of an Extension to Cellular-enabled
station - in this example, 1034). Press Enter.
Administering Avaya Aura™ Communication Manager
May 2009
139
Chapter 4: Managing Telephone Features
2. Press the Next Page button till you see the Button Assignments fields.
3. Select an available feature button under the BUTTON ASSIGNMENTS header (button 4
was used in this example) and type ec500 to administer an Extension to Cellular feature
button on the office telephone.
4. Press Enter.
Note:
Note:
The Timer subfield displays, and defaults to n. Leaving the default setting of n
excludes the timer state.
5. Set the optional Timer subfield to y to include an Extension to Cellular timer state for the
administered feature button.
When the timer state is included, the Extension to Cellular user can activate a one-hour
timer to temporarily disable Extension to Cellular through this administered feature button.
6. Press Enter.
The corresponding feature button on the office telephone is now administered for
Extension to Cellular.
Note:
Note:
The feature status button on the office telephone indicates the current state of
Extension to Cellular regardless of whether the feature was enabled remotely or
directly from the office telephone.
For additional information, see the Avaya Extension to Cellular User’s Guide, 210-100-700.
Setting up Terminal Self-Administration
Terminal self-administration (TSA) allows users to administer some of their own feature buttons
from their telephones. TSA is available for 6400-series, and 4612 and 4624 telephones. Users
are prompted, via the telephone’s display, to choose features to assign to buttons on their
telephones.
140
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Terminal Self-Administration
Before you start
To prevent users from changing another user's telephone administration, you can enable the
system-wide option that requires users to enter a station security code before they can
administer their telephone. To enable this option:
1. Set the Station Security Code for Terminal Self-Administration Required on the
Security-Related System Parameters screen to y.
If you enable this option, the user is prompted for the station security code when they
press the Admin button. The user must enter the security code, followed by the pound (#)
button or the Done softkey.
Instructions
You need to assign a security code to the user’s Station screen for each user you want to
enable access to TSA. You also need to assign the user an Admin feature button.
For example, to assign a security code of 12345678 to extension 4234, complete the following
steps:
1. Type change station 4234. Press Enter.
The system displays the Station screen for extension 4234.
2. In the Security Code field, type 12345678.
You should assign unique security codes for each user. Once you enter the code and
move off the field, the system changes the field to ‘*’ for extra security.
3. In one of feature button fields, type admin.
You can assign this button to a feature button or a softkey.
4. Press Enter to save your changes.
More information
Before a user can enter the TSA Admin mode, their telephone must be completely idle. After a
user presses the Admin button and enters a security code (if necessary), they are prompted,
via the telephone’s display, to choose features to administer to buttons on their telephone.
The user can add, replace, or delete any of the following feature-button types from their
telephone.
●
CDR Account Code
●
Automatic Dial
Administering Avaya Aura™ Communication Manager
May 2009
141
Chapter 4: Managing Telephone Features
●
Blank
●
Call Forwarding
●
Call Park
●
Call Pickup
●
Directed Call Pickup
●
Group Page
●
Send All Calls
●
Toggle Swap
●
Activate Whisper Page
●
Answerback for Whisper Page
●
Whisper Page Off
End-user button changes are recorded to the Communication Manager server’s history log so
that remote services can know what translations are changed.
Fixing problems
●
When a telephone is in the Admin mode, the telephone cannot accept any calls — the
telephone is treated as if it were busy. Also, a user cannot make calls while in the Admin
mode.
●
Any button state a telephone is in when the telephone enters the Admin mode stays active
while the telephone is in the Admin mode.
●
ACD agents who wish access to the Admin mode of TSA must be logged off before
pressing the Admin button. If they are not logged off when they attempt to enter the Admin
mode, they receive a denial (single-beep) tone.
●
Call Forwarding can be active and works correctly in the Admin mode. An active Call
Forwarding button cannot be removed when the telephone is in the Admin mode.
●
Since the telephone must be on-hook to go into the Admin mode, the Headset On/Off
button must be in the OFF position.
●
A telephone that is in the Admin mode of TSA cannot be remotely unmerged by the PSA
feature.
If a user has Abbreviated and Delayed Ringing active, a call can be silently ringing at a
telephone and the user might not realize it. This ringing prevents the user from entering
the Admin mode of TSA.
142
Administering Avaya Aura™ Communication Manager
May 2009
Setting Up Enterprise Mobility User
Setting Up Enterprise Mobility User
Enterprise Mobility User (EMU) is a software-only feature that provides the ability to associate
the buttons and features of a primary telephone to a telephone of the same type anywhere
within your company’s enterprise.
A home station can be visited by another EMU user while the user is registered as an EMU
visitor elsewhere. A home station can be used as a visited station while the principal user’s
Extension to Cellular or other Off-PBX applications are active. And the principal user can
activate an Off-PBX application even if their home station is being visited by another EMU user.
Note that in this document, any telephone that is not the primary telephone is referred to as the
"visited" telephone and any server that is not the home server of the primary telephone is
referred to as the "visited server."
System Requirements for EMU
The following is a list of requirements that you need for the EMU feature:
●
QSIG must be the private networking protocol in the network of Communication Manager
systems. This requirement also includes QSIG MWI.
Note:
All systems in a QSIG network must be upgraded to Communication Manager 4.0
or later in order for the Enterprise Mobility User feature to function properly. If only
some systems are upgraded, and their extensions expanded, the EMU feature
might not work with the systems that have not been upgraded. See your Avaya
technical representative for more information
Note:
●
Communication Manager Release 3.1 or later software must be running on the home
server and all visited servers.
●
All servers must be on a Linux platform. EMU is not supported on DEFINITY servers.
●
The visited telephone must be the same model type as the primary telephone to enable a
optimal transfer of the image of the primary telephone. If the visited telephone is not the
same model type, only the call appearance (call-appr) buttons and the message waiting
light are transferred.
●
All endpoints must be terminals capable of paperless button label display.
●
Uniform Dial Plan (UDP)
To activate the EMU feature, a user enters the EMU activation feature access code (FAC), the
extension number of their primary telephone, and the security code of the primary telephone on
the dial pad of a visited telephone. The visited server sends the extension number, the security
code, and the set type of the visited telephone to the home server. When the home server
receives the information, it:
Administering Avaya Aura™ Communication Manager
May 2009
143
Chapter 4: Managing Telephone Features
●
Checks the class of service (COS) for the primary telephone to see if it has PSA
permission
●
Compares the security code with the security code on the Station screen for the primary
telephone
●
Compares the station type of the visited telephone to the station type of the primary
telephone. If both the visited telephone and the primary telephone are of the same type,
the home server sends the applicable button appearances to the visited server. If a
previous registration exists on the primary telephone, the new registration is accepted and
the old registration is deactivated
If the registration is successful, the visited telephone assumes the primary telephone’s
extension number and some specific administered button types. The display on the primary
telephone shows Visited Registration Active: <Extension>. The extension number that
displays is the extension number of the visited telephone.
Note:
Note:
The speed dialing list that is stored on the primary telephone and the station logs
are not downloaded to the visited telephone.
Configuring your system for Enterprise Mobility User
To configure your system for the Enterprise Mobility User feature:
1. Type display cos to view your Class of Service settings.
The system displays the Class of Service screen.
2. Verify that the Personal Station Access (PSA) field is set to y. This field applies to the
primary telephone and must be set to y for EMU.
3. Type display feature-access-codes.
4. The system displays the Feature Access Code (FAC) screen. Page down until you see the
fields for Enterprise Mobility User Activation and Deactivation.
5. The feature access codes (FACs) for both EMU activation and EMU deactivation must be
set on all servers using EMU. You must enter the FAC of the server in the location from
which you are dialing.
Note:
Note:
To avoid confusion, Avaya recommends that all the servers in the network have
the same EMU feature access codes.
6. On page 3 of the Feature Related System Parameters screen, use the EMU Inactivity
Interval for Deactivation (hours) field to administer a system-wide administrable interval
for EMU deregistration at a visited switch. For information about this screen, see Avaya
Aura™ Communication Manager Screen Reference, 03-602878.
7. Click Enter to save your changes.
144
Administering Avaya Aura™ Communication Manager
May 2009
Setting Up Enterprise Mobility User
Setting EMU options for stations
To set EMU options for stations:
1. Type add station next.
The system displays the Station screen.
2. Enter the security code of your primary telephone when you activate or deactivate EMU.
The security code is administered on page one of the Station screen. The security code
can be up to eight numbers. No letters or special characters are allowed. Once the
security code is entered, the system displays a * in the Security Code field.
3. On the Station screen, page down till you find the EMU Login Allowed field.
The EMU Login Allowed field applies to the visited station and must be set to y for EMU.
The valid entries to this field are y or n, with n as the default. You must set this field to y to
allow this telephone to be used as a visited station by an EMU user.
4. Click Enter to save your changes.
Defining options for calling party identification
To define the options for calling party identification:
1. Type display trunk-group x, where x is the number of the trunk group.
The system displays the Trunk Group screen.
2. Page down till you see the Send EMU Visitor CPN field.
This field controls calling party identification, that is, the extension of the primary telephone
or the extension of the visited telephone that is used when a call is made from a visited
telephone.
3. If you want the system to display calling party information of the primary telephone, the
Send EMU Visitor CPN field must be set to y. There are areas where public network
trunks disallow a call if the calling party information is invalid. In this case, there can be
instances where the extension of the primary telephone is considered invalid and the
extension of the visited telephone must be used. To use the extension of the visited
telephone, set the Send EMU Visitor CPN field to n.
Note:
Note:
If you set the Send EMU Visitor CPN field to y, you must set the Format field on
the same page to either public or unk-pvt.
4. Click Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
145
Chapter 4: Managing Telephone Features
Activating EMU
Use the following steps to activate a visited telephone:
1. At the visited telephone, enter the EMU activation facility-access-code (FAC). You must
enter the EMU activation FAC of the server in the location where you are dialing from.
2. Enter the extension of your primary telephone set.
3. Enter the security access code of your primary telephone set. This is the security code
administered on the primary telephone’s station screen on the home server.
If the registration is successful, you hear confirmation tone.
If the registration is not successful, you hear audible intercept. Audible intercept is
provided when:
- The registration was rejected by the home server.
- The telephone where the registration attempt is made is not administered for EMU
use.
- The T1 timer expires at the visited server.
If the home server receives a request from a visited server for a telephone that already has an
EMU visitor registration active, the old registration is terminated and the new registration is
approved.
If the primary telephone is in-use when a registration attempt is made, the registration attempt
fails.
Deactivating EMU
Use the following steps to deactivate the visited telephone:
1. At the visited telephone, enter the EMU deactivation FAC.
You must enter the EMU deactivation FAC of the server in the location where you are
dialing from.
2. Enter the extension number of the primary telephone.
3. Enter the security code of the visited telephone.
If the visited telephone does not deactivate, the telephone remains in the visited state. To
deactivate the visited telephone you can:
- Perform a busy-out, release busy-out at the visited server.
- Enter the EMU feature deactivation code and the security code of the visited telephone
at the home server location.
- Press the <mute> RESET function on the IP telephone.
146
Administering Avaya Aura™ Communication Manager
May 2009
Setting Up Enterprise Mobility User
Note:
Note:
Anytime the visited telephone performs a reset, the EMU registration is
deactivated.
- Unplug the visited DCP set for a period of one minute.
Unplugging or disconnecting a 4600 series set will not deactivate the set.
Administering Avaya Aura™ Communication Manager
May 2009
147
Chapter 4: Managing Telephone Features
148
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Consoles
Chapter 5: Managing Attendant Consoles
Attendant Consoles
The attendant console is the main answering position for your organization. The console
operator is responsible for answering incoming calls and for efficiently directing or "extending"
calls to the appropriate telephone.
The attendant console also can allow your attendants to monitor:
●
system problems
●
toll fraud abuse
●
traffic patterns
The number of consoles you can have in your organization varies depending on your Avaya
solution.
302 attendant consoles
Communication Manager supports the following 302 attendant consoles: the 302A/B, 302C,
and 302D consoles. You might have a basic or enhanced version of these consoles. Figure 12
shows the 302A/B console and Figure 13 shows the 302C console. The next two figures show
the button layouts on the Feature area and on the optional Selector console.
Administering Avaya Aura™ Communication Manager
May 2009
149
Chapter 5: Managing Attendant Consoles
Figure 12: 302A and 302B1 attendant console
302bphn1 KLC 051496
Figure notes:
1.
2.
3.
4.
5.
6.
7.
150
Call processing area
Handset
Handset cradle
Warning lamps and call waiting lamps
Call appearance buttons
Feature area
Trunk group select buttons
Administering Avaya Aura™ Communication Manager
8.
9.
10.
11.
12.
13.
Volume control buttons
Select buttons
Console display panel
Display buttons
Trunk group select buttons
Lamp Test Switch
May 2009
Attendant Consoles
Figure 13: 302C attendant console
Figure notes:
1.
2.
3.
4.
5.
6.
Handset
Handset cradle
Call processing area
Warning lamps and call waiting lamps
Outside-line buttons
Display buttons
Administering Avaya Aura™ Communication Manager
7.
8.
9.
10.
11.
12.
Display
Select buttons
Volume control buttons
Outside-line buttons
Feature buttons
Call appearance buttons
May 2009
151
Chapter 5: Managing Attendant Consoles
Figure 14: Console feature button layout
Figure 15: Enhanced Selector Console
302D Console
The 302D console provides the following enhancements to the 302C console:
●
Modular handset/headset connection
The console accepts a standard RJ11, 4-pin modular handset or headset. This connection
replaces the quarter-inch, dual-prong handset/headset connection.
●
Activate/deactivate push-button
You can use the push-button on the left side of the console to activate or deactivate the
console. A message appears on the console identifying that the button must be pressed to
activate the console.
152
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Consoles
●
Two-wire DCP compatibility
The console is compatible with two-wire DCP circuit packs only, not four-wire DCP circuit
packs.
●
Headset volume control
The console can now control the volume of an attached headset.
●
Noise expander option
The console has circuitry to help reduce background noise during pauses in speech from
the console end of a conversation. This option is normally enabled.
●
Support for Eurofont or Katakana character set
The console can show the Eurofont or Katakana character set. Administration of these
character sets must be coordinated with the characters sent from Communication
Manager.
Avaya PC consoles
The Avaya PC Console is a Microsoft Windows-based call handling application for
Communication Manager attendants. It provides an ideal way to increase your productivity and
to better serve your customers.
PC Console offers all the call handling capabilities of the hardware-based Avaya 302 attendant
console with a DXS module, plus several enhanced features and capabilities. The enhanced
features provide you with the ability to see up to six calls at once, and to handle all calls more
efficiently.
PC Console also provides a powerful directory feature. You are able to perform searches,
display user information, including a photo. You are able to place a call immediately from the
directory.
And, because PC Console resides on a Windows-based PC, you are able to use other software
applications at the same time. If a call comes in while you are in another application, you are
able to handle it immediately.
For more information about the Avaya PC Console, contact your Avaya account team or
representative.
SoftConsole IP Attendant
The SoftConsole is a Windows-based application that can replace the 302B hard console. The
SoftConsole is similar to PC Console, but it performs call answering and routing through a PC
interface via IP. For more information, contact your Avaya account team or representative.
Administering Avaya Aura™ Communication Manager
May 2009
153
Chapter 5: Managing Attendant Consoles
Adding an Attendant Console
Usually Avaya connects and administers your primary attendant console during cutover.
However, you might find a need for a second attendant console, such as a backup console that
is used only at night. Note that these instructions do not apply to adding a PC Console or
SoftConsole. For more information, see the appropriate console documentation.
To add a night-only attendant console, complete the following steps:
1. Type add attendant
2. Press Enter.
The system displays the Attendant Console Button Layout screen.
3. In the Type field, enter 302.
This is the type of attendant console.
4. If you want this attendant to have its own extension, enter one in the Extension field.
Tip:
Tip:
If you assign an extension to the console, the class of restriction (COR) and class
of service (COS) that you assign on this Attendant Console screen override the
COR and COS you assigned on the Console Parameters screen. To avoid
unexpected behavior, you should assign the same COR and same COS on both
screens.
If you give your attendants an individual extension, users can call the attendant directly by
dialing the extension.
Individual attendant extensions also allow attendants to use features that an attendant
group cannot use — for example, you can assign them to hunt groups.
5. In the Console Type field, enter night-only.
This indicates how this console is used in your organization—as a principal, day only, night
only, or day/night console. You can have only one night-time console (night only or day/
night) in the system.
6. In the Port field, enter the port address for this console.
7. Type a name to associate with this console in the Name field.
8. In the DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS fields, enter trunk
access codes for the trunks you want the attendant to be able to select with just one
button.
154
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Console Feature Buttons
9. If you are using the Enhanced Selector console, set the HUNDREDS SELECT BUTTON
ASSIGNMENTS that you want this console to have.
If you want this console to be able to access extensions in the range 3500 to 3999, you
need to assign them 5 Hundreds Select Buttons: 35 for extensions 3500 to 3599, 36, 37,
38, and 39.
10. Assign the Feature Buttons that you want the 302 console to have.
To determine which buttons you can assign to a console, see Attendant Console Feature
Buttons
Tip:
Tip:
Feature buttons are not numbered top-to-bottom on the attendant console, as you
might expect. Button numbers map to physical positions on the console as shown
in Figure 14.
11. Press Enter to save your changes.
Attendant Console Feature Buttons
The following table lists the feature buttons that you can assign to an attendant console.
Table 4: Attendant console feature buttons
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Notes
Abbreviated
Dialing
AD
abrv-dial (List:___
DC:___)
1 per List/
DC
1
Administered
Connection
[status lamp]
AC Alarm
ac-alarm
1
Automatic Call
Distribution (ACD)
After Call Work
after-call (Grp. No.__)
N
2
Assist
assist (Grp. No:__)
1 per split
group
2
Auto In
auto-in (Grp. No.__)
1 per split
group
2
1 of 7
Administering Avaya Aura™ Communication Manager
May 2009
155
Chapter 5: Managing Attendant Consoles
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Notes
Auxiliary Work
aux-work (Grp. No.__)
1 per split
group
2
Manual-In
manual-in (Grp. No.__)
1 per split
group
2
Release
release
1
Work Code
work-code
1
Stroke (0-9)
stroke-cnt (Code:_)
1
Attendant
Console (Calls
Waiting)
CW Aud Off
cw-ringoff
1
Attendant Control
of Trunk Group
Access (Activate)
Cont Act
act-tr-grp
1
Attendant Control
of Trunk Group
Access
(Deactivate)
Cont Deact
deact-tr-g
1
Attendant Direct
Trunk Group
Select
Local TG
Remote TG
local-tgs (TAC:__)
remote-tgs (LT:__)
(RT:__)
12
Attendant Crisis
Alert
Crisis Alert
crss-alert
1
Attendant Display
[display buttons]
Date/Time
date-time
1
Inspect Mode
inspect
1
Normal Mode
normal
1
Stored Number
stored-num
1
Attendant
Hundreds Group
Select
Group Select _
hundrd-sel (Grp:__)
20 per
console
5
Attendant Room
Status
Occupied
Rooms Status
occ-rooms
1
6
Maid Status
maid-stat
1
6
3
4
2 of 7
156
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Console Feature Buttons
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Attendant
Override
Override
override
1
Automatic Circuit
Assurance
ACA
aca-halt
1 per
system
Automatic
Wakeup
(Hospitality)
Auto Wakeup
auto-wkup
1
Busy Verification
Busy Verify
verify
1
Call Coverage
Cover Cback
cov-cback
1
Consult
consult
1
Go To Cover
goto-cover
1
Call Coverage
[display button]
Cover Msg Rt
cov-msg-rt
1
Call Offer
(Intrusion)
Intrusion
intrusion
1
Call Prompting
[display button]
Caller Info
callr-info
1
Call Type
Call Type
type-disp
1
Centralized
Attendant Service
CAS-Backup
cas-backup
1
Check In/Out
(Hospitality)
[display buttons]
Check In
check-in
1
Check Out
check-out
1
Class of
Restriction
[display button]
COR
class-rstr
1
Conference
Display [display
button]
Conference
Display
conf-dsp
1
Demand Print
Print Msgs
print-msgs
1
DID View
DID View
did-view
1
Notes
3 of 7
Administering Avaya Aura™ Communication Manager
May 2009
157
Chapter 5: Managing Attendant Consoles
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Do Not Disturb
(Hospitality)
Do Not Disturb
dn-dst
1
Do Not Disturb
(Hospitality)
[display buttons]
Do Not Disturb
Ext
ext-dn-dst
1
Do Not Disturb
Grp
grp-dn-dst
1
Don’t Split
Don’t Split
dont-split
1
Emergency
Access To the
Attendant
Emerg. Access
To Attd
em-acc-att
1
Facility Busy
Indication [status
lamp]
Busy (trunk or
extension#)
busy-ind (TAC/Ext: _)
1 per
TAC/Ext.
Facility Test Calls
[status lamp]
FTC Alarm
trk-ac-alm
1
Far End Mute
[display button]
Far End Mute
for Conf
fe-mute
1
Group Display
Group Display
group-disp
1
Group Select
Group Select
group-sel
1
Hardware Failure
[status lamps]
Major Hdwe
Failure
major-alrm
10 per
system
Auto Wakeup
pr-awu-alm
1
DS1 (facility)
ds1-alarm
10 per
system
PMS Failure
pms-alarm
1
PMS Ptr Alm
pr-pms-alm
1
CDR 1 Failure
cdr1-alrm
1
CDR 2 Failure
cdr2-alrm
1
Sys Ptr Alm
pr-sys-alm
1
Hold
hold
1
Hold
Notes
7
4 of 7
158
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Console Feature Buttons
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Integrated
Directory [display
button]
Integrtd
Directory
directory
1
Incoming Call
Identification
Coverage
(Group number,
type, name, or
ext.#)
in-call-id
N
Intrusion (Call
Offer)
Intrusion
intrusion
1
Leave Word
Calling
Cancel LWC
lwc-cancel
1
LWC
lwc-store
1
Leave Word
Calling [display
buttons]
Delete Msg
delete-msg
1
Next
next
1
Call Display
call-disp
1
Leave Word
Calling (Remote
Message Waiting)
[status lamp]
Msg (name or
extension #)
aut-msg-wt (Ext:___)
N
Link Failure
Link Failure
(Link No.__)
link-alarm
(Link No.__)
1 per Link
#
Login Security
Violation
lsvn-halt
lsvn-halt
1 per
system
Message Waiting
Message
Waiting Act.
mwn-act
1 per
system
Message
Waiting Deact.
mwn-deact
1 per
system
Night Service
Trunk Grp. NS
trunk-ns (Grp. No.__)
1 per trunk
group
No Answer Alert
noans-altr
noans-altr
1 per
group
Off Board Alarm
off-bd-alm
off-bd-alm
1 per
group
Notes
8
9
5 of 7
Administering Avaya Aura™ Communication Manager
May 2009
159
Chapter 5: Managing Attendant Consoles
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Notes
Page 1 Link Alarm
Indication
PAGE1 Alarm
pg1-alarm
1 per
station
Page 2 Link Alarm
Indication
PAGE2 Alarm
pg2-alarm
1 per
station
PMS Interface
[display buttons]
PMS display
Priority Attendant
Group
prio-grp
prio-grp
1
Priority Calling
Prior Call
priority
N
Position Busy
Position Busy
pos-busy
1
Queue Status
Indications (ACD)
[display buttons]
AQC
atd-qcalls
1
AQT
atd-qtime
Queue Status
Indications (ACD)
[status lamps]
NQC
q-calls (Grp:_)
1
10
OQT
q-time Grp:_)
1 per hunt
group
10
Remote Access
Security Violation
rsvn-halt
rsvn-halt
1 per
system
Ringing
In Aud Off
in-ringoff
1
Security Violation
Notification Halt
ssvn-halt
ssvn-halt
1 per
system
Serial Call
Serial Call
serial-cal
1
Split/Swap
Split-swap
split-swap
1
System Reset
Alert
System Reset
Alert [status
lamp]
rs-alert
1
Station Security
Code Notification
Halt
ssvn-halt
ssvn-halt
1 per
system
Night Service
(ACD)
Hunt Group
hunt-ns (Grp. No.__)
3 per hunt
group
11
12
6 of 7
160
Administering Avaya Aura™ Communication Manager
May 2009
Attendant Console Feature Buttons
Table 4: Attendant console feature buttons (continued)
Feature or
Function
Recommended
Button Label
Value Entered on
Attendant Console
Screen
Maximum
Allowed
Time of Day
Routing [display
buttons]
Immediate
Override
man-ovrid
1
Clocked
Override
clk-overid
1
Timed Reminder
RC Aud Off
re-ringoff
1
Timer
Timer
timer
1
Trunk
Identification
[display button]
Trunk-ID
trk-id
1
Trunk Group
Name [display
button]
Trunk-Name
trunk-name
1
Visually Impaired
Service (VIAS)
VIS
vis
1
Console Status
con-stat
1
Display
display
1
DTGS Status
dtgs-stat
1
Last Message
last-mess
1
Last Operation
last-op
1
VDN of Origin
Announcement
Repeat
VOA Repeat
voa-repeat
1
VuStats
VuStats
vu-display
1
Notes
12
N = any number of buttons on the telephone can be assigned to this feature. For
telephone feature button descriptions, see Telephone Feature Buttons Table on
page 108.
7 of 7
1. List: List number 1 to 3 where the destination number is stored.
DC: Dial codes of destination number.
2. Grp: The split group number for ACD.
3. Code: Enter a stroke code (0 through 9).
Administering Avaya Aura™ Communication Manager
May 2009
161
Chapter 5: Managing Attendant Consoles
4. TAC: local-tgs — TAC of local TG
remote-tgs — (L-TAC) TAC of TG to remote PBX
remote-tgs — (R-TAC) TAC of TG on remote PBX
The combination of local-tgs/remote-tgs per console must not exceed 12 (maximum).
Label associated button appropriately so as to easily identify the trunk group.
5. Grp: Enter a hundreds group number (1 through 20).
6. Enhanced
Hospitality must be enabled on the System-Parameters
Customer-Options (Optional Features) screen.
7. Ext: Can be a VDN extension.
8. Link: A link number — 1 to 8 for multi-carrier media gateways, 1 to 4 for single-carrier media
gateways.
9. Grp: A trunk group number.
10. Grp: Group number of the hunt group.
11. Allows the attendant to alternate between active and split calls.
12. VDN of Origin must be enabled.
Setting Console Parameters
You can define system-wide console settings on the Console Parameters screen.
For example, if you want to warn your attendants when there are more than 3 calls in queue or
if a call waits for more than 20 seconds, complete the following steps:
1. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
2. In the Calls in Queue Warning field, enter 3.
The system lights the console’s second call waiting lamp if the number of calls waiting in
the attendant queue exceeds 3 calls. Click Next to display page 2.
3. In the Time in Queue Warning field, enter 20.
The system issues a reminder tone if a call waits in the attendant queue for more than 20
seconds.
4. Press Enter to save changes.
Note that some of the settings on the individual Attendant Console screens can override your
system-wide settings.
162
Administering Avaya Aura™ Communication Manager
May 2009
Removing an Attendant Console
Removing an Attendant Console
Before you physically remove an attendant from your system, check the attendant’s status,
remove it from any group or usage lists, and then delete it from the system’s memory.
For example, to remove attendant 3, which also is assigned extension 4345:
1. Type status attendant 3. Press Enter.
The Attendant Status screen appears.
2. Make sure that the attendant:
●
is plugged into the jack
●
is idle (not making or receiving calls)
3. Type list usage extension 4345. Press Enter.
The Usage screen shows where the extension is used in the system.
4. Press Cancel.
5. If the attendant extension appears on the Usage screen, access the appropriate feature
screen and delete the extension.
For example, if extension 1234 belongs to hunt group 2, type change hunt group 2
and delete the extension from the list.
6. Type remove attendant 3. Press Enter.
The system displays the Attendant Console screen so you can verify that you are
removing the correct attendant.
7. If this is the correct attendant, press Enter.
If the system responds with an error message, the attendant is busy or still belongs to a
group. Press Cancel to stop the request, correct the problem, and type remove
attendant 3 again.
8. Remove the extension from voice mail service if the extension has a voice mailbox.
9. Type save translations. Press Enter to save your changes.
Note that you do not need to delete the extension from coverage paths. The system
automatically adjusts coverage paths to eliminate the extension.
Now you can unplug the console from the jack and store it for future use. You do not need to
disconnect the wiring at the cross-connect field. The extension and port address remain
available for assignment at a later date.
Administering Avaya Aura™ Communication Manager
May 2009
163
Chapter 5: Managing Attendant Consoles
Providing Backup for an Attendant
Communication Manager allows you to configure your system so that you have backup
positions for your attendant. Attendant Backup Alerting notifies backup telephones that the
attendant need assistance in handling calls. The backup telephones are alerted when the
attendant queue reaches the queue warning level or when the console is in night service.
Once a backup telephone receives an alert, the user can dial the Trunk Answer Any Station
(TAAS) feature access code (FAC) to answer the alerting attendant calls.
Tip:
You can find more information about attendant backup in the GuestWorks
Technician Handbook.
Tip:
Before you start
●
You can assign the attendant backup alerting only to multiappearance telephones that
have a client room class of service (COS) set to No. For more information, see Class of
Service in Avaya Aura™ Communication Manager Screen Reference, 03-602878.
●
If you have not yet defined a Trunk Answer Any Station (TAAS) feature access code, you
need to define one and provide the feature access code to each of the attendant backup
users. For more information, see Feature Access Code (FAC) in Avaya Aura™
Communication Manager Screen Reference, 03-602878.
Instructions
To enable your system to alert backup stations, you need to administer the Console Parameters
screen for backup alerting. You also need to give the backup telephones an attendant queue
calls feature button and train your backup users how to answer the attendant calls.
To configure the system to provide backup alerts and to setup extension 4345 to receive these
alerts, complete the following steps:
1. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
2. In the Backup Alerting field, enter y.
3. Press Enter to save changes.
The system will now notify anyone with an attendant queue calls button when the
attendant queue reaches the warning level or when the console is in night service.
164
Administering Avaya Aura™ Communication Manager
May 2009
Return Call to (same) Attendant
4. Type change station 4345. Press Enter.
The system displays the Station screen.
5. In one of the Button Assignment fields, enter atd-qcalls.
The atd-qcalls button provides the visual alerting for this telephone. When this button is
dark (idle state), there are no calls in the attendant queue. When the button shows a
steady light (busy state), there are calls in the attendant queue. When button shows a
flashing light (warning state), the number of calls in the attendant queue exceeds the
queue warning. The backup-telephone user also hears an alerting signal every 10
seconds.
6. Press Enter to save changes.
Now you need to train the user how to interpret the backup alerting and give then the TAAS
feature access code so that they can answer the attendant calls.
Return Call to (same) Attendant
Communication Manager Release 5.2 has enhanced the existing attendant features with the
Return Call to (same) Attendant feature.
Generally, when an attendant makes a call to a destination that does not answer and has no
coverage path, the call returns to the same attendant. If this attendant is busy or unavailable,
the call returns to the attendants’ group queue.
Communication Manager provides individual queuing functions for each attendant supporting a
multiplicity of waiting calls at a given time. When at least one call is waiting in the attendants’
group queue the Individual Calls Waiting Indicator is red. Calls are in queue while the attendant
is busy.
When you set the Overflow timer to Group Queue field on page 2 of the Console Parameters
screen to a non-blank value, a call returning to a busy or now unavailable same attendant is
placed into an individual waiting queue for this attendant, instead of queuing it into the
attendants group. A waiting Return Call moves from the attendant’s queue to the attendant
group’s queue after a certain period of time.
Attendant Timer
Attendant Overflow Timer
Once a call enters the same attendant’s queue, the Attendant Overflow Timer starts. When the
Attendant Overflow Timer's timer expires, the call moves to the attendants’ group queue.
Administering Avaya Aura™ Communication Manager
May 2009
165
Chapter 5: Managing Attendant Consoles
For more information, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
166
Administering Avaya Aura™ Communication Manager
May 2009
Displaying Caller Information
Chapter 6: Managing Displays
Displaying Caller Information
This chapter provides information on the messages that appear on the screens of display
telephones.
Your system uses automatic incoming call display to provide information about incoming calls to
a display telephone that is in use, or active on a call. The information is displayed for 30
seconds on all telephones except for CALLMASTER telephones, where the display goes blank
after 30 seconds. However, the information for each new call overrides the existing message.
Call information appears on the display only if the call terminates at the telephone. For example,
if the call is forwarded to another extension, no call information appears.
For more information on the buttons and languages you can set up for the messages that
appear on the display, see the Telephone Displays feature description in the Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-505.
Displaying ANI Calling Party Information
Calling party information might consist of either a billing number that sometimes is referred to as
Automatic Number Identification (ANI), or a calling party number. Your telephone might display
the calling party number and name, or the incoming trunk group name.
Instructions
We will set up a tie trunk group to receive calling party information and display the calling party
number on the telephone of the person called.
1. Type change trunk group nnnn, where nnnn is the trunk group you want to change.
Press Next Page until you see the Trunk Parameters fields on the Trunk Group screen
(page 2).
2. Type tone in the Incoming Dial Type field.
3. Press Next Page and type *ANI*DNIS in the Incoming Tone (DTMF) ANI field.
4. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
167
Chapter 6: Managing Displays
Displaying ICLID Information
Communication Manager collects the calling party name and number (Incoming Call Line
Identification, or ICLID) received from the central office (CO) on analog trunks.
Before you start
Be sure the Analog Trunk Incoming Call ID field is set to y on the System-Parameters
Customer-Options (Optional Features) screen.
See the Avaya Aura™ Communication Manager Hardware Description and Reference,
555-245-207 for information on the required circuit pack.
Instructions
We will set up the analog diod trunk group 1 to receive calling party information and display the
calling party number on the telephone of the person called.
1. Type change trunk group 1.
The system displays the Trunk Group screen for trunk group 1. The Group Type field is
already set to diod.
2. Press Next Page to display the Trunk Features fields on the Trunk Features screen.
3. Type Bellcore in the Receive Analog Incoming Call ID field.
4. Press Next Page to display the Administrable Timers screen.
5. Type 120 in the Incoming Seizure (msec) field.
6. Press Enter to save your changes.
Changing the Display Language
This section explains how to set or change the display language.
168
Administering Avaya Aura™ Communication Manager
May 2009
Changing the Display Language
Setting the display language
To set or change the display language:
1. Type change station nnnn, where nnnn is the extension of the station that you want
to change. Press Enter.
The system displays the Station screen.
Figure 16: Station screen
add station next
Page 1 of X
STATION
Extension:
Type:
Port:
Name:
STATION OPTIONS
Loss Group:
Data Module?
Speakerphone:
Display Language?
Model:
Lock Messages? n
Security Code:
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
2
n
2-way
English
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?
BCC:
TN:
COR:
COS:
0
1
1
1
Personalized Ringing Pattern: 3
Message Lamp Ext: 1014
Mute button enabled? y
Expansion Module?
Media Complex Ext:
IP Softphone? y
Remote Office Phone? y
IP Video Softphone?
IP Video?
Customizable Labels?
2. In the Display Language field, enter the display language you want to use.
Tip:
Tip:
Time of day is displayed in 24-hour format (00:00 - 23:59) for all languages
except english, which is displayed in 12-hour format (12:00 a.m. to 11:59
p.m.).To display time in 24-hour format and display messages in English, set the
Display Language field to unicode. When you enter unicode, the station
displays time in 24-hour format, and if no Unicode file is installed, displays
messages in English by default. For more information on Unicode, see
Administering Unicode display on page 170.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
169
Chapter 6: Managing Displays
Entering translations for a user-defined language
!
WARNING:
WARNING:
Do not use the translation pages if you have installed the file
avaya_user-defined.txt.
To enter translations for an existing message using a user-defined language:
1. Type change attendant n, where n is the number of the attendant console you want
to change. Press Enter.
The system displays the Attendant Console screen.
2. In the Display Language field, enter user-defined.
3. Press Enter to save your changes.
4. Type change display-messages n, where n is the message for which you want to
translate the display language. Click help to view the messages that you can choose to
translate. Press Enter.
The system displays the Language Translations screen for the type of message that you
want to translate.
5. In the Translation field, type the translation of the message in the user-defined language.
6. Press Enter to save your changes.
Note:
Note:
As of July 1, 2005, new messages are no longer added to the Language
Translations screens, so these screens might not show all available
Communication Manager messages. The preferred method for entering
translations for user-defined telephone messages is to use the Avaya Message
Editing Tool (AMET). This tool is available for download from http://
support.avaya.com/amet. For more information, see Avaya Message Editing Tool
(AMET) Job Aid.
Administering Unicode display
To use Unicode display languages, you must have the appropriate Avaya Unicode Message
files loaded on Communication Manager. These files are named avaya_unicode.txt (standard
telephone messages), custom_unicode.txt (posted messages and system labels),
avaya_user-defined.txt (standard telephone messages using Eurofont), and
custom_user-defined.txt (posted messages and system labels using Eurofont).
170
Administering Avaya Aura™ Communication Manager
May 2009
Changing the Display Language
To use the Telephone Message files avaya_unicode.txt and custom_unicode.txt, you must have
Unicode-capable stations, such as the 4610SW, 4620SW, 4621SW, and 4622SW, 16xx series
telephones, and 96xx series IP Phones, and Avaya Softphone R5.0. Unicode is also an option
for the 2420J telephone when Display Character Set on the System Parameters
Country-Options screen is katakana. For more information on the 2420J, see 2420 Digital
Telephone User's Guide, 555-250-701.
Only Unicode-capable stations have the script (font) support that is required to match the scripts
that the Unicode Telephone Message file uses. To use the user-defined messages files
avaya_user-defined.txt and custom_user-defined.txt you must use an Avaya digital telephone
that supports Eurofont or Kanafont.
Note:
To view the dial pad letter/number/symbol mapping tables used for the integrated
directory, see Telephone Display in Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205.
Note:
For Communication Manager 2.2 and later, the following languages are available using Unicode
display:
●
Chinese
●
Czech
●
Danish
●
Dutch
●
German
●
Hebrew
●
Hungarian
●
Icelandic
●
Italian
●
Japanese
●
Korean
●
Macedonian
●
Polish
●
Romanian
●
Russian
●
Servian
●
Slovak
●
Swedish
●
Ukrainian
Administering Avaya Aura™ Communication Manager
May 2009
171
Chapter 6: Managing Displays
Obtaining and installing Telephone Message files
A Unicode Message file for each supported language is available in a downloadable ZIP file on
the Avaya support Web site (http://www.avaya.com/unicode). You can also create a new
translation or edit an existing translation with the Avaya Message Editing Tool (AMET) (http://
support.avaya.com/amet). Additional languages are periodically becoming available, so check
this site often for the most up-to-date message files.
Note:
Note:
Refer to the Communication Manager Messages Job Aid for details on the
following procedures.
To administer Unicode display:
1. Download the appropriate Unicode message file to your PC. For an existing translation,
download the desired language from http://www.avaya.com/unicode.
2. If necessary, create a new translation, or modify an existing translation, using the Avaya
Message Editing Tool (AMET), available at http://support.avaya.com/amet.
Note:
Note:
Only the Avaya Message Editing Tool (AMET) can be used for translation edits,
using any other editor will not update the Telephone Message File correctly and
such files will fail to install. See the Avaya Message Editing Tool (AMET) Job Aid
in the Generic Telephone Message Package file for more details on using AMET.
3. Transfer the Telephone Message file to an Avaya S8XXX Server that is running
Communication Manager 2.2 or later, using the Avaya Web pages, the Avaya Installation
Wizard, or ftp.
4. Install Telephone Message files with the Avaya Install Web Page. The Avaya Installation
Wizard only supports install of Unicode Telephone Message files. Note that the Installation
Wizard is the same wizard that you use to transfer Telephone Message files to an Avaya
S8XXX Server that is running Communication Manager 2.2 or later.
5. After you install avaya_unicode.txt or avaya_user-defined.txt, you must do a reset 4 to
load the file in to Communication Manager memory. Note that a reset 4 is not required to
load the files custom_unicode.txt and custom-defined.txt.
6. Set the Display Language field on the Station screen to unicode. Note that the keyword
unicode only appears if a Unicode-capable telephone is entered in the Station screen
Type field. To use a user-defined file, set the Display Language field on the Station
screen to user-defined.
Note:
172
Note:
There is no uninstallation option for Telephone Message files. You can reload a
new Telephone Message file. This will overwrite existing Telephone Message
files.
Administering Avaya Aura™ Communication Manager
May 2009
Changing the Display Language
Checking the status of Telephone Message file loads
To verify that a Unicode Telephone Message file is loaded correctly, run status station
xxxx on any administered station. If the Unicode Telephone Message file is loaded correctly,
the Display Messages Scripts field on the second page contains the scripts that are in this file.
The General Status screen for stations contains three Unicode script-related fields.
Figure 17: General Status screen
status station nnnn
page 2 of x
GENERAL STATUS
CONNECTED STATION INFORMATION
Part ID Number: unavailable
Serial Number: unavailable
Station Lock Active? No
UNICODE DISPLAY INFORMATION
Native Name Scripts: 0x00000007:Latn;Lat1;LatA
Display Messages Scripts: 0x04000007:Latn;Lat1;LatA;Jpan
Station Supported Scripts: 0x7c000007:Latn;Lat1;LatA;Jpan;Chis;Chit;Korn
"Scripts" are a collection of symbols used to represent text in one or more writing systems. The
three script fields shown in the UNICODE DISPLAY INFORMATION section are as follows:
Native Name Scripts: Scripts supported in the Unicode station name.
Display Messages Scripts: The scripts used in the Unicode Display Language.
Station Supported Scripts: The scripts supported in the IP station that is registered to an
extension.
Unicode "Native Name" support
Communication Manager supports Unicode for the "Name" associated with Vector Directory
Numbers (VDNs), trunk groups, hunt groups, agent login id, vector names, station names,
Invalid Number Dialed Display (Feature-Related System Parameters screen) and Restricted
Number Dialed Display (Feature-Related System Parameters screen). The Unicode Name
(also referred to as Native Name and Name 2) fields are hidden fields that are associated with
the name fields you administer on the respective screens for each. These fields can only be
administered using Avaya Site Administration (ASA) or MultiSite Administrator (MSA).
●
The Unicode VDN Name is associated with the name administered in the Name field on
the Vector Directory screen. You must use MSA.
Administering Avaya Aura™ Communication Manager
May 2009
173
Chapter 6: Managing Displays
●
The Unicode Trunk Group Name is associated with the name administered in the Group
Name field on the Trunk Group screen. You must use MSA.
●
The Unicode Hunt Group Name is associated with the name administered in the Group
Name field on the Hunt Group screen. You must use MSA.
●
The Unicode Station Name is associated with the name administered in the Name field on
the Station screen. You must use ASA or MSA.
Script Tags and Abbreviations
The following table defines the script tags and spells out the script abbreviations.
174
Script
Number
Script Tag
Bit (hex)
Start Code..
End Code
Script or Block Name
SAT
Screen
Name
1
00000001
0000..007F
Basic Latin
Latn
2
00000002
0080..00FF
Latin-1 Supplement
Lat1
3
00000004
0100..017F
Latin Extended-A
LatA
4
00000008
0180..024F
Latin Extended-B
LatB
5
00000010
0370..03FF
Greek and Coptic
Grek
6
00000020
0400..04FF
Cyrillic
Cyrl
6
00000020
0500..052F
Cyrillic Supplementary
Cyrl
7
00000040
0530..058F
Armenian
Armn
8
00000080
0590..05FF
Hebrew
Hebr
9
00000100
0600..06FF
Arabic
Arab
10
00000200
0900..097F
Devanagari
Deva
11
00000400
0980..09FF
Bengali
Beng
12
00000800
0A00..0A7F
Gurmukhi
Guru
13
00001000
0A80..0AFF
Gujarati
Gujr
14
00002000
0B00..0B7F
Oriya
Orya
15
00004000
0B80..0BFF
Tamil
Taml
16
00008000
0C00..0C7F
Telugu
Telu
17
00010000
0C80..0CFF
Kannada
Knda
18
00020000
0D00..0D7F
Malayalam
Mlym
Administering Avaya Aura™ Communication Manager
May 2009
Changing the Display Language
Script
Number
Script Tag
Bit (hex)
Start Code..
End Code
Script or Block Name
SAT
Screen
Name
19
00040000
0D80..0DFF
Sinhala
Sinh
20
00080000
0E00..0E7F
Thai
Thai
21
00100000
0E80..0EFF
Lao
Laoo
22
00200000
1000..109F
Myanmar
Mymr
23
00400000
10A0..10FF
Georgian
Geor
32
80000000
1100..11FF
Hangul Jamo
Hang
24
00800000
1700..171F
Tagalog
Tglg
25
01000000
1780..17FF
Khmer
Khmr
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
CJKV Radicals Supplement
Jpan
ChiS
ChiT
Korn
Viet
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
Kangxi Radicals
Jpan
ChiS
ChiT
Korn
Viet
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
3000..303F
CJKV Symbols and Punctuation
Jpan
ChiS
ChiT
Korn
Viet
27
04000000
3040..309F
Hiragana
Jpan
27
04000000
30A0..30FF
Katakana
Jpan
29
10000000
3100..312F
Bopomofo
ChiT
32
80000000
3130..318F
Hangul Compatibility Jamo
Hang
29
10000000
31A0..31BF
Bopomofo Extended
ChiT
27
04000000
31F0..31FF
Katakana Phonetic Extensions
Jpan
2E80..2EFF
2F00..2FDF
Administering Avaya Aura™ Communication Manager
May 2009
175
Chapter 6: Managing Displays
Script
Number
Script Tag
Bit (hex)
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
4E00..9FFF
CJKV Unified Ideographs
Jpan
ChiS
ChiT
Korn
Viet
32
80000000
AC00..D7AF
Hangul Syllables
Hang
27
28
29
30
31
04000000
08000000
10000000
20000000
40000000
F900..FAFF
CJK Compatibility Ideographs
Jpan
ChiS
ChiT
Korn
Viet
00000100
FB50..FDFF
Arabic Presentation Forms-A
Arab
CJK Compatibility Forms
Jpan
ChiS
ChiT
Korn
Viet
27
28
29
30
31
176
04000000
08000000
10000000
20000000
40000000
Start Code..
End Code
3200..32FF
3300..33FF
3400..4DBF
FE30..FE4F
Script or Block Name
SAT
Screen
Name
Enclosed CJK Letters and Months
Jpan
ChiS
ChiT
Korn
Viet
CJKV Compatibility
Jpan
ChiS
ChiT
Korn
Viet
CJKV Unified Ideographs Extension
A
Administering Avaya Aura™ Communication Manager
Jpan
ChiS
ChiT
Korn
Viet
May 2009
Changing the Display Language
Script
Number
26
Script Tag
Bit (hex)
Start Code..
End Code
Script or Block Name
SAT
Screen
Name
00000100
FE70..FEFF
Arabic Presentation Forms-B
Arab
02000000
FF00..FFEF
Halfwidth and Fullwidth Forms
Kana
Administering displays for QSIG trunks
For proper transmission of QSIG name data for display, administer the following settings:
●
●
Trunk Group screen
●
Group Type: ISDN
●
Character Set for QSIG Names: iso8859-1
●
Outgoing Display: y
●
Send Calling Number: y
●
Send Name: y
Signaling Group screen
●
●
Supplementary Service Protocol: b
System-Parameters Country-Options screen
●
Display Character Set: Roman
Fixing problems
Symptom
Cause and Solution
Characters that display
are not what you thought
you entered.
This feature is case sensitive. Check the
table to make sure that you entered the
right case.
You entered "~c", and "*"
appears on the display
instead.
Lower-case "c" has a specific meaning in
Communication Manager, and therefore
cannot be mapped to any other character.
An asterisk "*" appears in its place.
1 of 2
Administering Avaya Aura™ Communication Manager
May 2009
177
Chapter 6: Managing Displays
Symptom
Cause and Solution
You entered "~->" or
"~<-" and nothing
appears on the display.
These characters do not exist as single
keys on the standard US-English keyboard.
Therefore the system is not programmed to
handle them.
Enhanced display
characters appear in
fields that you did not
update.
If an existing display field contains a tilde
(~) followed by Roman characters, and you
update and submit that screen after this
feature is activated, that field will display
the enhanced character set.
Nothing displays on the
terminal at all.
Some unsupported terminals do not display
anything if a special character is presented.
Check the model of display terminal that
you are using.
You entered a character
with a descender and part
of it appears cut off in the
display.
Some of the unused characters in Group2a
have descenders that do not appear
entirely within the display area. These
characters are not included in the character
map. For these characters (g,j,p,q,y), use
Group1 equivalents.
2 of 2
Related topics
See the Telephone Displays and the Administrable Display Languages feature descriptions in
the Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205 for more information.
To view the dial pad letter/number/symbol mapping tables used for the integrated directory, see
Telephone Display in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205.
Setting up Directory Buttons
Your Communication Manager integrated directory contains the names and extensions that are
assigned on each Station screen. Display-telephone users can use a telephone button to
access the directory, use the touch-tone buttons to key in a name, and retrieve an extension
from the directory.
178
Administering Avaya Aura™ Communication Manager
May 2009
Making Standard Telephone Features easier to use
Note:
Note:
When you assign a name beginning with two tildes (~~) to a telephone, and
Display Character Set on the System Parameters Country-Options screen is set
to Roman, the name does not appear in the integrated directory. Note that this is
the only way to hide a name in the integrated directory.
Instructions
We will assign directory telephone buttons for extension 2000. Our button assignment plan is
set up so that telephone buttons 6, 7, and 8 are used for the directory. Remember, the name
you type in the Name field on the first page of the Station screen is the name that appears when
the integrated directory is accessed on a telephone display, except when the name is "hidden,"
as described in the Note above.
1. Type change station 2000. Press Enter.
The system displays the Station screen.
2. Press Next Page to move to the BUTTON ASSIGNMENTS section.
3. In Button Assignment field 6, type directory.
4. In Button Assignment field 7, type next.
5. In Button Assignment field 8, type call-display.
6. Press Enter to save your changes.
Related topics
For more information on LDAP Directory application, see Chapter 18: Administering LDAP
Directory Application on page 595.
Making Standard Telephone Features easier to use
Display messages are provided in additional languages for the following standard telephone
features:
●
Station Security Code
●
Personal Station Access
●
Call Pickup
●
Station Lock
Administering Avaya Aura™ Communication Manager
May 2009
179
Chapter 6: Managing Displays
Note:
●
Extension to Cellular
●
Call Forwarding
●
Call Coverage
●
Call Park
Note:
This feature is applicable only to DCP and IP-H323 terminals, and not to stations
that act as attendant consoles. This feature does not support the SIP telephones.
The system administrator can enable or disable the feature in the Feature Related System
Parameters screen.
For more information, see Avaya Aura™ Communication Manager Screen Reference,
03-602878. Following is an example of the display guidance, as shown for Station Security
Code. This example is also applicable to features like, Personal Station Access, Call Pickup,
Station Lock, Extension to Cellular, Call Forwarding, Call Coverage, and Call Park.
Station Security Code
You can change the Security Code after the system administrator enables the feature on the
Feature Access Code (FAC) screen. Use the following change security code procedure for
changing the station security code:
End-user administration
Activation
1. After dialing the Feature Access Code (FAC), you can hear a dial tone, and the following
text appears:
Extension=
This text appears together with the dialed digits until the number is complete.
2. After this, you receive no dial tone but the display prompts:
security code=
The typed-in security code appears as asterisks (*).
180
Administering Avaya Aura™ Communication Manager
May 2009
Making Standard Telephone Features easier to use
3. Then you receive dial tone and the display prompts:
new security code=
The typed-in security code appears as asterisks (*).
4. Then you receive dial tone and the display prompts:
new security code again=
The typed-in security code appears as asterisks (*).
5. You receive acknowledgement from the confirmation tone (3-beep) and additionally the
text appears as follows:
Security code changed
When the call appearance turns to idle (for example, you place the handset on hook, or after
timeout) this text is deleted.
Exception handling
The system notifies you with a rejection tone where it detects an incorrect input and the
following message displays:
Error!
When the call appearance turns to idle (for example, you place the handset on hook, or after
timeout) this text is deleted.
Administering Avaya Aura™ Communication Manager
May 2009
181
Chapter 6: Managing Displays
182
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 7: Handling Incoming Calls
Setting up Basic Call Coverage
This chapter shows you how to set up call coverage for incoming calls to be sure that incoming
calls are answered when the called party is not available.
Basic incoming call coverage:
●
provides for automatic redirection of calls to alternate destinations when the called party is
not available or not accepting calls
●
provides the order in which Communication Manager redirects calls to alternate
telephones or terminals
●
establishes up to 6 alternate termination points for an incoming call
●
establishes redirection criteria that govern when a call redirects
●
redirects calls to a local telephone number (extension) or an off-switch telephone number
(public network)
Call coverage allows an incoming call to redirect from its original destination to an extension,
hunt group, attendant group, uniform call distribution (UCD) group, direct department calling
(DDC) group, automatic call distribution (ACD) split, coverage answer group, CM Messaging, or
vector for a station not accepting calls.
Administering system-wide call coverage characteristics
This section shows you how to set up system-wide call coverage characteristics that govern
how coverage is handled.
Instructions
The System Parameters Call Coverage/Call Forwarding screen sets up the global parameters
which direct Communication Manager how to act in certain situations.
1. Leave all default settings as they are set for your system.
2. If you desire to customize your system, carefully read and understand each field
description before you make any changes.
Administering Avaya Aura™ Communication Manager
May 2009
183
Chapter 7: Handling Incoming Calls
Related topics
For more information on redirecting calls, see Covering calls redirected to an off-site location on
page 186.
For information on setting the Caller Response Interval before a call goes to coverage, see
Caller Response Interval in the Call Coverage section of Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205.
Creating coverage paths
This section explains how to administer various types of call coverage. In general, call coverage
refers to what happens to incoming calls. You can administer paths to cover all incoming calls,
or define paths for certain types of calls, such as calls to busy telephones. You can define
where incoming calls go if they are not answered and in what order they reroute to other
locations. For example, you can define coverage to ring the called telephone, then move to a
receptionist if the call is not answered, and finally access a voice mailbox if the receptionist is
not available.
With call coverage, the system redirects a call to alternate answering extensions when no one
answers at the first extension. An extension can have up to 6 alternate answering points. The
system checks each extension in sequence until the call connects. This sequence of alternate
extensions is called a coverage path.
The system redirects calls based on certain criteria. For example, you can have a call redirect to
coverage without ever ringing on the principal set, or after a certain number of rings, or when
one or all call appearances (lines) are busy. You can set coverage differently for internal (inside)
and external (outside) calls, and you can define coverage individually for different criteria. For
example, you can decide that external calls to busy telephones can use the same coverage as
internal calls to telephones with Do Not Disturb active.
Note:
184
Note:
If a call with a coverage path is redirected to a coverage point that is not
available, the call proceeds to the next coverage point regardless of the type of
coverage administered in the point that was unavailable. For example, if the
unavailable coverage point has a hunt group coverage path administered, the
hunt group coverage path would not be used by a call coming into the hunt group
through the higher-level coverage path. The hunt group coverage path would be
used only for calls coming directly into the hunt group extension.
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Basic Call Coverage
Instructions
To create a coverage path:
1. Type add coverage path next. Press Enter.
The system displays the Coverage path screen with the next undefined coverage path in
the sequence of coverage paths.
2. Type a coverage path number in the Next Path Number field.
The next path is optional. It is the coverage path to which calls are redirected if the current
path’s coverage criteria does not match the call status. If the next path’s criteria matches
the call status, it is used to redirect the call; no other path is searched.
3. Fill in the Coverage Criteria fields.
You can see that the default sets identical criteria for inside and outside calls. The system
sets coverage to take place from a busy telephone, if there is no answer after a certain
number of rings, or if the DND (do not disturb), SAC (send all calls), or Go to Cover button
has been pressed or corresponding feature-access codes dialed.
4. Fill in the Point fields with the extensions, hunt group number, or coverage answer group
number you want for coverage points.
Each coverage point can be an extension, hunt group, coverage answer group, remote
number, or attendant.
5. Press Enter to save your changes.
Tip:
Tip:
If you want to see which extensions or groups use a specific coverage path, type
display coverage sender group n, where n is the coverage path number.
For example, you should determine which extensions use a coverage path before
you make any changes to it.
Assigning a coverage path to users
Now assign the new coverage path to a user. For example, we will assign this new coverage
path to extension 2054.
Note:
Note:
A coverage path can be used for more than one extension.
Administering Avaya Aura™ Communication Manager
May 2009
185
Chapter 7: Handling Incoming Calls
Instructions
To assign a coverage path:
1. Type change station 2054. Press Enter.
The system displays the Station screen for extension 2054.
2. Type 2 in the Coverage Path 1 field.
To give extension 2054 another coverage path, you can type a coverage path number in
the Coverage Path 2 field.
3. Press Enter to save your changes.
Related information
Assigning Coverage Options on page 372
Setting up Advanced Call Coverage
Advanced incoming call coverage:
●
redirects calls based on time-of-day
●
allows coverage of calls that are redirected to sites not on the local server running
Communication Manager
●
allows users to change back and forth between two coverage choices (either specific lead
coverage paths or time-of-day tables).
Covering calls redirected to an off-site location
You can provide coverage for calls that have been redirected to an off-site location (for
example, your home). This capability, called Coverage of Calls Redirected Off-Net (CCRON)
allows you to redirect calls onto the public network and bring back unanswered calls for further
coverage processing.
Before you start:
186
●
On the System Parameters Customer-Options (Optional Features) screen, verify the
Coverage of Calls Redirected Off-Net Enabled field is y. If not, contact your Avaya
representative.
●
You need call classifier ports for all situations except ISDN end-to-end signaling, in which
case the ISDN protocol does the call classification. For all other cases, use one of the
following:
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Advanced Call Coverage
- Tone Clock with Call Classifier - Tone Detector circuit pack. See the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207 for more
information on the circuit pack.
- Call Classifier - Detector circuit pack.
To provide coverage of calls redirected to an off-site location:
1. Type change system-parameters coverage-forwarding. Press Enter.
2. The system displays the System-Parameters Coverage-Forwarding screen.
3. Press Next Page until you see the Coverage of Calls Redirected Off-Net (CCRON)
page.
4. In the Coverage of Calls Redirected Off-Net Enabled field, type y.
This instructs Communication Manager to monitor the progress of an off-net coverage or
off-net forwarded call and provide further coverage treatment for unanswered calls.
5. In the Activate Answer Detection (Preserves SBA) On Final CCRON Cvg Point field,
leave the default as y.
6. In the Ignore Network Answer Supervision field, leave the default as n.
7. Press Enter to save your changes.
Defining coverage for calls redirected to external numbers
You can administer the system to allow calls in coverage to redirect to off-net (external) or
public-network numbers.
Standard remote coverage to an external number allows you to send a call to an external
telephone, but does not monitor the call once it leaves your system. Therefore, if the call is busy
or not answered at the external number, the call cannot be pulled back to the system. With
standard remote call coverage, make the external number the last coverage point in a path.
With newer systems, you might have the option to use the Coverage of Calls Redirected Off-Net
feature. If this feature is active and you use an external number in a coverage path, the system
can monitor the call to determine whether the external number is busy or does not answer. If
necessary, the system can redirect a call to coverage points that follow the external number.
With this feature, you can have a call follow a coverage path that starts at the user’s extension,
redirects to the user’s home telephone, and if not answered at home, returns to redirect to their
voice mail box.
The call will not return to the system if the external number is the last point in the coverage path.
To use a remote telephone number as a coverage point, you need to define the number in the
Remote Call Coverage Table and then use the remote code in the coverage path.
Administering Avaya Aura™ Communication Manager
May 2009
187
Chapter 7: Handling Incoming Calls
Instructions
For example, to add an external number to coverage path 2:
1. Type change coverage remote. Press Enter.
The system displays the Remote Call Coverage Table screen.
2. Type 93035381000 in one of the remote code fields.
If you use a digit to get outside of your network, you need to add the digit before the
external number. In this example, the system requires a ‘9’ to place outside calls.
3. Be sure to record the remote code number you use for the external number.
In this example, the remote code is r01.
4. Press Enter to save your changes.
5. Type change coverage path 2. Press Enter.
The system displays the Coverage Path screen.
Tip:
Tip:
Before making changes, you can use display coverage sender group 2
to determine which extensions or groups use path 2.
6. Type r1 in a coverage Point field.
In this example, the coverage rings at extension 4101, then redirects to the external
number. If you administer Coverage of Calls Redirected Off-Net and the external number
is not answered or is busy, the call redirects to the next coverage point. In this example,
the next point is Point 3 (h77 or hunt group 77).
If you do not have the Coverage of Calls Redirected Off-Net feature, the system cannot
monitor the call once it leaves the network. The call ends at the remote coverage point.
7. Press Enter to save your changes.
Related topics
For more information on coverage, see Call Coverage in Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205.
Defining time-of-day coverage
The Time of Day Coverage Table on your system lets you redirect calls to coverage paths
according to the time of day and day of the week when the call arrives. You need to define the
coverage paths you want to use before you define the time of day coverage plan.
188
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Advanced Call Coverage
For example, let us say you want to administer the system so that incoming calls to extension
2054 redirect to a coworker in the office from 8:00 a.m. to 5:30 p.m., and to a home office from
5:30 p.m. to 8:00 p.m. on weekdays. You want to redirect the calls to voice mail after 8:00 p.m.
weekdays and on weekends.
Instructions
To set up a time-of-day coverage plan that redirects calls for our example above:
1. Type add coverage time-of-day next. Press Enter.
The system displays the Time of Day Coverage Table screen, and selects the next
undefined table number in the sequence of time-of-day table numbers. If this is the first
time-of-day coverage plan in your system, the table number is 1.
Record the table number so that you can assign it to extensions later.
2. To define your coverage plan, enter the time of day and path number for each day of the
week and period of time.
Enter time in a 24-hour format from the earliest to the latest. For this example, assume that
coverage path 1 goes to the coworker, path 2 to the home, and path 3 to voice mail.
Define your path for the full 24 hours (from 00:01 to 23:59) in a day. If you do not list a
coverage path for a period of time, the system does not provide coverage for that time.
3. Press Enter to save your changes.
Now assign the time-of-day coverage to a user. For example, we use extension 2054:
1. Type change station nnnn, where nnnn is the extension number. Press Enter.
The system displays the Station screen.
2. Move your cursors to Coverage Path 1 and type t plus the number of the Time of Day
Coverage Table.
3. Press Enter to save your changes.
Now calls to extension 2054 redirect to coverage depending on the day and time that each call
arrives.
Creating coverage answer groups
You can create a coverage answer group so that up to 8 telephones simultaneously ring when
calls cover to the group. Anyone in the answer group can answer the incoming call.
Administering Avaya Aura™ Communication Manager
May 2009
189
Chapter 7: Handling Incoming Calls
Instructions
To add a coverage answer group:
1. Type add coverage answer-group next. Press Enter.
The system displays the Coverage Answer Group screen.
2. In the Group Name field, enter a name to identify the coverage group.
3. In the Ext field, type the extension of each group member.
4. Press Enter to save your new group list.
The system automatically completes the Name field when you press Enter.
Related topics
See Assigning a coverage path to users on page 185 for instructions on assigning a coverage
path.
Setting up Call Forwarding
This section explains how to administer various types of automatic call forwarding. To provide
call forwarding to your users, assign each extension a class of service (COS) that allows call
forwarding. Then assign call-forwarding buttons to the user telephones (or give them the feature
access code (FAC) for call forwarding) so that they can easily forward calls. Use the Station
screen to assign the COS and any call-forwarding buttons.
Within each class of service, you can determine whether the users in that COS have the
following call forwarding features:
●
Call Forwarding All Calls — allows users to redirect all incoming calls to an extension,
attendant, or external telephone number.
●
Call Forwarding Busy/Don’t Answer — allows users to redirect calls only if their extensions
are busy or they do not answer.
●
Restrict Call Fwd-Off Net — prevents users from forwarding calls to numbers that are
outside your system network.
As the administrator, you can administer system-wide call-forwarding parameters to control
when calls are forwarded. Use the System Parameters Call Coverage/Call Forwarding screen
to set the number of times an extension rings before the system redirects the call because the
user did not answer (CFWD No Answer Interval). For example, if you want calls to ring 4 times
at an extension and, if the call is not answered, redirect to the forwarding number, set this
parameter to 4.
190
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
You also can use the System Parameters Call Coverage/Call Forwarding screen to determine
whether the forwarded-to telephone can override call forwarding to allow calls to the
forwarded-from telephone (Call Forward Override). For example, if an executive forwards
incoming calls to an attendant and the attendant needs to call the executive, the call can be
made only if the Call Forwarding Override field is set to y.
You can also use the Chained Call Forwarding feature to allow calls to be forwarded up to 10
hops (each calling station is considered to be one hop) using a pre-set coverage path within the
same switch. For more information, see Avaya Aura™ Communication Manager Feature
Description and Implementation, 555-245-205.
Instructions
To determine which extensions have call forwarding activated:
1. Type list call-forwarding. Press Enter.
This command lists all the extensions that are forwarded along with each forwarding
number.
Note:
Note:
If you have a V1, V2, or V3 system, you can see if a specific extension is
forwarded only by typing status station nnnn, where nnnn is the specific
extension.
Related topics
See Call Forwarding in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205.
Setting up call forwarding for users
This section shows you how to give your users access to call forwarding.
Instructions
We will change a call forwarding access code from a local telephone with a Class of Service of
1:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
Administering Avaya Aura™ Communication Manager
May 2009
191
Chapter 7: Handling Incoming Calls
2. In the Call Forwarding Activation Busy/DA field, type *70.
The *70 feature access code activates the call forwarding option so incoming calls forward
when your telephone is busy or does not answer.
3. In the Call Forwarding Activation All field, type *71.
The *71 feature access code forwards all calls.
4. In the Call Forwarding Deactivation field, type #72.
The #72 feature access code deactivates the call forwarding option.
5. Press Enter to save your changes.
6. Type change cos. Press Enter.
The system displays the Class of Service screen.
7. On the Call Fwd-All Calls line, in the 1 column, type y.
This allows the user with this Class of Service to forward their calls. The 1 column is for
telephones with a Class of Service of 1.
8. On the Console Permissions line, in the 1 column, type y. This allows the user to define
call forwarding on any station, not just the dialing station.
9. On the Restrict Call Fwd-Off Net line, in the 1 column, type y.
This restricts your users from forwarding calls off-site. If you want your users to be able to
call off-site, leave this field as n.
10. On the Call Forward Busy/DA line, in the 1 column, type y.
This forwards a user’s calls when the telephone is busy or doesn’t answer after a
programmed number of rings.
11. Press 1 to save your changes.
Allowing users to specify a forwarding destination
Now that you have set up system-wide call forwarding, have your users use this procedure if
they want to change their call forwarding destination from their work (local) station.
1. They dial either their Call Forwarding Activation Busy/DA or Call Forwarding Activation All
feature access code. If your users have buttons assigned, they press those buttons, listen
for dial tone, and dial the digits.
Note:
Note:
Both Call Forwarding Activation Busy/DA or the Call Forwarding Activation All
cannot be active for the same telephone at the same time.
In this example, enter *71 for Call Forwarding Activation All.
192
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
2. They dial their "forwarding-to" off-site or on-site number.
In this example, enter 2081. This is a local number; for off-site forwarding, include the
AAR/ARS feature access code.
3. When they hear the 3-beep confirmation tone, they hang up.
Changing the forwarding destination remotely
Now that you have set up all of the required system administration for call forwarding, have your
users use this procedure if they want to change their call forwarding destination from a
telecommuting (off-site) telephone.
1. They dial their telecommuting extension.
See Telecommuting Access in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for more information. In this example, enter 555-9126.
2. When they get dial tone, they dial either their Extended Call Forward Activate Busy/DA or
the Extended Call Forward Activate All feature access code.
In this example, enter *61 for the Extended Call Forward Activate All number.
3. When they get dial tone, they dial their extension number. Press the ‘#’ key.
In this example, enter 1014, then #.
4. Even though there is no dial tone, they dial their security code. Press the ‘#’ key.
In this example, enter 4196, then #.
5. When they get dial tone, they dial their "forwarding-to" off-site or on-site number.
In this example, enter 9-555-2081.
6. When they hear the 3-beep confirmation tone, they hang up.
Allowing users to change coverage remotely
This section shows you how to allow users to change their call coverage path from a local or
telecommuting (off-site) telephone.
Instructions
To change call coverage from off-site:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
Administering Avaya Aura™ Communication Manager
May 2009
193
Chapter 7: Handling Incoming Calls
2. In the Change Coverage Access Code field, type *85.
Use the *85 feature access code to change a coverage path from a telephone or remote
station.
3. Press Enter to save your changes.
4. Type change cor. Press Enter.
The system displays the Class of Restriction screen.
5. In the Can Change Coverage field, type y.
This permits users to select one of two previously administered coverage paths.
6. Press Enter to save your changes.
7. Type change station 1014. Press Enter.
The system displays the Station screen for extension 1014.
8. In the Security Code field, type 4196.
In this example, this is your security code. See the Security-Related System Parameters
screen for more information on setting the length of your security code.
9. In the Coverage Path 1 and Coverage Path 2 fields, verify that both are defined enabling
your user to move from one coverage path to another.
The t1 and t2 are the numbers of the Time of Day Coverage Tables.
10. Press Enter to save your changes.
Using Enhanced Call Forwarding
There are three types of Enhanced Call Forwarding:
●
Use Enhanced Call Forwarding Unconditional to forward all calls
●
Use Enhanced Call Forwarding Busy to forward calls when the user’s line is busy
●
Use Enhanced Call Forwarding No Reply to forward calls when the user does not answer
the call
The user can activate or deactivate any of these three types from their telephone, and can
specify different destinations for calls that are from internal and external sources. Users receive
visual display and audio feedback on whether or not Enhanced Call Forwarding is active.
Display messages on the telephone guide the user through the process of activating and
de-activating Enhanced Call Forwarding, and for viewing the status of their forwarding.
Users can choose whether they want, at any one time, Call Forwarding or Enhanced Call
Forwarding activated. The regular Call Forwarding feature (called "Classic Call Forwarding" to
distinguish it from Enhanced Call Forwarding) continues to be available to users and has not
changed.
194
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
Each of the three types of Enhanced Call Forwarding can have different destinations based on
whether a call is internal or external. Therefore, six different destinations are possible to set up:
●
Enhanced Call Forwarding Unconditional - internal
●
Enhanced Call Forwarding Unconditional - external
●
Enhanced Call Forwarding Busy - internal
●
Enhanced Call Forwarding Busy - external
●
Enhanced Call Forwarding No Reply - internal
●
Enhanced Call Forwarding No Reply - external.
Each of these types of call forwarding can be activated either by feature access codes or by
feature button.
When Enhanced Call Forwarding is deactivated, the destination number is kept. When the user
activates Enhanced Call Forwarding again, the same destination number can be used without
having to type it again.
When Enhanced Call Forwarding is not activated for a call, the call will go to a coverage path, if
one has been set up.
Activating Enhanced Call Forwarding
To activate Enhanced Call Forwarding using a feature button:
1. Press the feature button labeled cfwd-enh
The telephone goes off hook.
2. Press 1 to activate Enhanced Call Forwarding.
3. Press
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 for Enhanced Call Forwarding No Reply
4. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
5. Dial the destination number to which calls will be forwarded.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the activation was successful.
Administering Avaya Aura™ Communication Manager
May 2009
195
Chapter 7: Handling Incoming Calls
To activate Enhanced Call Forwarding using a feature access code:
1. Press the feature access code for activating Enhanced Call Forwarding.
The telephone goes off hook.
2. Press
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 for Enhanced Call Forwarding No Reply
3. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
4. Dial the destination number to which calls will be forwarded.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the activation was successful.
Deactivating Enhanced Call Forwarding
To deactivate Enhanced Call Forwarding using a feature button:
1. Press the feature button labeled cfwd-enh
The telephone goes off hook.
2. Press 2 to deactivate Enhanced Call Forwarding.
3. Press
●
0 for all Enhanced Call Forwarding
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 to show the status for Enhanced Call Forwarding No Reply
4. Press
●
1 for internal calls
●
2 for external calls
●
3 for all calls
You hear a confirmation tone if the deactivation was successful.
196
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
To deactivate Enhanced Call Forwarding using a feature access code:
1. Press the feature access code for deactivating Enhanced Call Forwarding.
The telephone goes off hook.
2. Press
●
0 to deactivate all Enhanced Call Forwarding
●
1 to deactivate Enhanced Call Forwarding Unconditional
●
2 to deactivate Enhanced Call Forwarding Busy
●
3 to deactivate Enhanced Call Forwarding No Reply
3. Press
●
1 for internal calls
●
2 for external calls
●
3 for all calls
You hear a confirmation tone if the deactivation was successful.
Reactivating Enhanced Call Forwarding
To activate or reactivate Enhanced Call Forwarding using a feature button:
1. Press the feature button labeled cfwd-enh
The telephone goes off hook.
2. Press 1 to reactivate Enhanced Call Forwarding
3. Press
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 to show the status for Enhanced Call Forwarding No Reply
4. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
5. Optionally, dial the destination number to which calls will be forwarded.
If you do not enter a destination number, the previous destination number will be used.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the action was successful.
Administering Avaya Aura™ Communication Manager
May 2009
197
Chapter 7: Handling Incoming Calls
To reactivate Enhanced Call Forwarding using a feature access code:
1. Press the feature access code for activating Enhanced Call Forwarding.
The telephone goes off hook.
2. Press
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
3. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
4. Optionally, dial the destination number to which calls will be forwarded.
If you do not enter a destination number, the previous destination number will be used.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the action was successful.
Displaying Enhanced Call Forwarding Status
To display Enhanced Call Forwarding status using a feature button:
1. Press the feature button labeled cfwd-enh
The telephone goes off hook.
2. Press 3 to display status.
Your telephone will display the status of the different types of Enhanced Call Forwarding.
To display Enhanced Call Forwarding status using a feature access code:
1. Press the feature access code for displaying Enhanced Call Forwarding status.
The telephone goes off hook.
2. Press 3 to display status.
Your telephone will display the status of the different types of Enhanced Call Forwarding.
Activating and deactivating Enhanced Call Forwarding from an off-network
telephone
To activate Enhanced Call Forwarding from an off-network telephone:
1. Dial the remote access number, including barrier code or authentication code.
2. Press the feature access code for activating Enhanced Call Forwarding.
198
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
3. Press:
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 for Enhanced Call Forwarding No Reply
4. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
5. Dial the forwarding station extension.
6. Dial the destination number to which calls will be forwarded.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the activation was successful.
To deactivate Enhanced Call Forwarding from an off-network telephone:
1. Dial the remote access number, including barrier code or authentication code.
2. Press the feature access code for deactivating Enhanced Call Forwarding.
3. Press:
●
0 for all Enhanced Call Forwarding
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 for Enhanced Call Forwarding No Reply
4. Press
●
1 for internal calls
●
2 for external calls
●
3 for all calls
5. Dial the forwarding station extension.
You hear a confirmation tone if the activation was successful.
Activating and deactivating Enhanced Call Forwarding from a telephone
with console permission
To activate Enhanced Call Forwarding from a telephone with console permission:
1. Press the feature access code for activating Enhanced Call Forwarding.
The telephone goes off hook.
Administering Avaya Aura™ Communication Manager
May 2009
199
Chapter 7: Handling Incoming Calls
2. Press:
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
●
3 for Enhanced Call Forwarding No Reply
3. Press
●
1 to forward internal calls
●
2 to forward external calls
●
3 to forward all calls
4. Dial the forwarding station extension.
5. Dial the destination number to which calls will be forwarded.
Dial # at the end of an external destination number, or wait for the timeout to expire.
You hear a confirmation tone if the activation was successful.
To deactivate Enhanced Call Forwarding from a telephone with console permission:
1. Press the feature access code for activating Enhanced Call Forwarding.
The telephone goes off hook.
2. Press:
●
0 for all Enhanced Call Forwarding
●
1 for Enhanced Call Forwarding Unconditional
●
2 for Enhanced Call Forwarding Busy
Using Enhanced Redirection Notification
In Communication Manager Release 5.2, a visual display or a special dial tone (for a station
without display) indicates the activation of redirection features, such as:
●
Do Not Disturb
●
Send All Calls
●
Call Forwarding
●
Enhanced Call Forwarding
●
Locked Station
●
Limit Number of Concurrent Calls
●
Posted Messages
For more information, see Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205.
200
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Night Service
Enabling Enhanced Redirection Notification
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next till you see the REDIRECTION NOTIFICATION field.
3. Set respective Display Notification for..? fields to y to enable notification for the required
features.
4. In the Scroll Status messages Timer (sec.) field, enter a value for the time delay
between messages. Leave the field blank to disable scrolling.
5. Press Enter to save your changes.
Setting up Night Service
You can use night service to direct calls to an alternate location when the primary answering
group is not available. For example, you can administer night service so that anyone in your
marketing department can answer incoming calls when the attendant is at lunch or has left for
the day.
Once you administer night service to route calls, your end-users merely press a button on the
console or a feature button on their telephones to toggle between normal coverage and night
service.
There are five types of night service:
●
Night Console Night Service — directs all attendant calls to a night or day/night console
●
Night Station Night Service — directs all incoming trunk or attendant calls to a night
service destination
●
Trunk Answer from Any Station (TAAS) — directs incoming attendant calls and signals a
bell or buzzer to alert other employees that they can answer the calls
●
Trunk Group Night Service — directs incoming calls to individual trunk groups to a night
service destination
●
Hunt Group Night Service — directs hunt group calls to a night service destination
Setting up night station service to voice mail
The night station service (also known as Listed Directory Number (LDN) Night Service) sends
calls directed to an LDN to voice mail when the system is in night service.
Administering Avaya Aura™ Communication Manager
May 2009
201
Chapter 7: Handling Incoming Calls
Instructions
What is described below is a common setup; however, you can use a regular extension in this
field, but it will not follow coverage.
Note:
Note:
You can use a dummy hunt group (one with no members) or an exported station
with a coverage path. The instructions below use a hunt group.
To set up a night station service to voice mail:
1. Type add hunt-group next. Press Enter.
The system displays the Hunt Group screen.
The Group Number field fills automatically with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type ldn nights. There should be no members in this hunt group.
3. Press Enter to save your changes.
Note:
Note:
If you are using tenant partitioning, the command for the next step will be change
tenant x. If you are using tenant partitioning, the Night Destination field does
not appear on the Listed Directory Numbers screen. Instead, it is on the Tenant
screen.
4. Type change listed-directory-numbers. Press Enter.
The system displays the Listed Directory Numbers screen.
5. In the Night Destination field, add the night destination on the listed directory telephone.
In our example, type 51002.
6. Press Enter to save your changes.
7. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
8. In the DID-LDN Only to LDN Night Ext field, type n.
9. Press Enter to save your changes.
10. From a telephone with console permissions, dial the call forwarding feature access code,
then the hunt group’s extension, followed by the main number of CM Messaging.
In our example, dial 51002.
Note:
202
Note:
You should receive the confirmation tone (3 beeps). This step is very important as
calls to the LDN night service extension do not follow coverage.
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Night Service
11. In voice mail, build your auto attendant with the extension of the Listed Directory Number,
not the hunt group.
The originally dialed number was the LDN. That is what Communication Manager passes
to the voice mail. In the case of the CM Messaging Voice Mail systems, you can use the
Auto Attendant routing table to send the calls to a common Auto Attendant mailbox.
Setting up night console service
This section shows you how to set up night console service.
Night Console Service directs all calls for primary and daytime attendant consoles to a night
console. When a user activates Night Console Service, the Night Service button for each
attendant lights and all attendant-seeking calls (and calls waiting) in the queue are directed to
the night console.
Note:
Note:
Activating night console service also puts trunk groups into night service, except
those for which a night service button has been administered. See Setting up
trunk answer from any stationSetting up trunk answer from any station on
page 205 for more information.
To activate and deactivate Night Console Service, the attendant typically presses the Night
button on the principal attendant console or designated console.
Only the principal console can activate night service. In the absence of any console, a
telephone can activate night service.
Instructions
We will put the attendant console (attendant 2) in a night service mode.
To set up Night Console Service:
1. Type change attendant 2. Press Enter.
The system displays the Attendant Console screen.
2. In the Console Type field, type principal.
There can be only one night-only or one day/night console in the system unless you
administer Tenant Partitioning. Night Service is activated from the principal console or
from the one station set per-system that has a nite-serv button.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
203
Chapter 7: Handling Incoming Calls
Setting up night station service
You can use night station service if you want to direct incoming trunks calls, DID-LDN (direct
inward dialing-listed directory number) calls, or internal calls to the attendant (dialed ‘O’ calls) to
a night service destination.
Let us say your attendant, who answers extension (LDN) 8100, usually goes home at 6:00 p.m.
When customers call extension 8100 after hours, you would like them to hear an announcement
that asks them to try their call again in the morning.
To set up night station service, you need to record the announcement (in our example, it is
recorded at announcement extension 1234). See Managing Announcements on page 433 for
information on setting up the announcement.
Tip:
All trunk groups that are routed through the attendant direct to this night service
destination provided they already do not have a night service destination and, on
the Console Parameters screen, the DID-LDN Only to DID-LDN Night Ext field
is n. See Setting up trunk answer from any station on page 205.
Tip:
Instructions
To set up night station service:
1. Type change listed-directory-numbers. Press Enter.
The system displays the Listed Directory Number screen.
2. Enter 1234 in the Night Destination field.
The destination can be an extension, a recorded announcement extension, a vector
directory number, or a hunt group extension.
3. Press Enter to save your changes.
4. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
5. In the DID-LDN Only to LDN Night Extension field, type n.
6. Press Enter to save your changes.
After you set up night station service, have the attendant use the night console button to
activate and deactivate night service.
204
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Night Service
Setting up trunk answer from any station
There might be situations where you want everyone to be able to answer calls when the
attendant is away. Use trunk answer any station (TAAS) to configure the system so that it
notifies everyone when calls are ringing. Then, you can give users the trunk answer any station
feature access code so they can answer these calls.
When the system is in night service mode, attendant calls redirect to an alerting device such as
a bell or a buzzer. This lets other people in the office know when they should answer the
telephone.
Note:
Note:
If no one answers the call, the call will not redirect to night service.
We will define a feature access code (we’ll use 71) and configure the alerting device for trunk
answer any station.
You need a ringing device and 1 port on an analog line circuit pack. See the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207, for more
information on the circuit pack.
To set the feature access code for TAAS:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Click Next until you see the Trunk Answer Any Station Access Code field.
3. In the Trunk Answer Any Station Access Code field, type 71.
4. Press Enter to save your changes.
Once you set the feature access code, determine where the external alerting device is
connected to the Communication Manager server (we’ll use port 01A0702).
To set up external alerting:
1. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
2. In the EXT Alert Port (TAAS) field, type 01A0702.
Use the port address assigned to the external alerting device.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
205
Chapter 7: Handling Incoming Calls
Setting up external alerting night service
Calls redirected to the attendant via Call Forwarding or Call Coverage will not go to the LDN
Night Station. If there is no night station specified, and the TAAS bell is being used, these calls
ring the TAAS bell. A call following the coverage path rings the TAAS bell for the number of
times indicated in the Coverage Don’t Answer Interval for Subsequent Redirection (Rings) field.
If not answered, the call proceeds to the next point in the station’s coverage path. If the call was
sent to the Attendant by Call Forwarding, it continues to ring the TAAS bell.
When night service is enabled, and there is a night service destination on the Listed Directory
Numbers screen, calls covering to the attendant attempt to ring the night destination instead of
the attendant position even if the handset is plugged in.
Instructions
To send LDN calls to the attendant during the day and to a guard’s desk at night:
1. Type change listed-directory-numbers. Press Enter.
The system displays the Listed Directory Numbers screen.
2. In the Night Destination field, verify this field is blank.
3. Press Enter to save your changes.
4. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
5. In the EXT Alert Port (TAAS) field, type 01A0702.
This is the port address assigned to the external alerting device.
6. Press Enter to save your changes.
The system is in Night Service.
Any calls to extension 2000 now go to extension 3000 (the guard’s desk).
Any "0" seeking calls go to extension 3000 (the guard’s desk).
To send LDN calls to the attendant during the day and to the TAAS bell at night:
1. Type change console-parameters. Press Enter.
The system displays the Console Parameters screen.
2. In the DID-LDN Only to Night Ext. field, type y.
This allows only listed directory number calls (LDN) to go to the listed directory night
service number extension.
3. In the Ext Alert Port (TAAS) field, type 01A070.
This is the port address assigned to the external alerting device.
206
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Night Service
4. Press Enter to save your changes.
The system is in night service.
Any DNIS extension 2000 calls now go to the TAAS bell.
Any "0" seeking calls now go to the TAAS bell.
Setting up trunk group night service
You can use trunk group night service if you want to direct individual trunk groups to night
service. The system redirects calls from the trunk group to the group’s night service destination.
Trunk group night service overrides night station service. For example, we will say you activate
trunk group night service, and then your attendant activates night station service. In this case,
calls to the trunk group use the trunk night service destination, rather than the station night
service destination.
Instructions
We will direct night calls for trunk group 2 to extension 1245.
To set up trunk group night service:
1. Type change trunk-group 2. Press Enter.
The system displays the Trunk Group screen.
2. Type 1245 in the Night Service field.
The destination can be a station extension, a recorded announcement extension, a vector
directory number, a hunt group extension, a terminating extension group, or attd if you
want to direct the call to the attendant.
3. Press Enter to save your changes.
Setting up night service for hunt groups
You can administer hunt group night service if you want to direct hunt group calls to a night
service destination.
Let us say your helpline on hunt group 3 does not answer calls after 6:00 p.m. When customers
call after hours, you would like them to hear an announcement that asks them to try their call
again in the morning.
Administering Avaya Aura™ Communication Manager
May 2009
207
Chapter 7: Handling Incoming Calls
Instructions
To set up night service for your helpline, you need to record the announcement (in our example,
the announcement is on extension 1234) and then modify the hunt group to send calls to this
extension.
To administer the hunt group for night service:
1. Type change hunt-group 3. Press Enter.
The system displays the Hunt Group screen for hunt group 3.
2. In the Night Service Destination field, type 1234.
The destination can be an extension, a recorded announcement extension, a vector
directory number, a hunt group extension, or attd if you want to direct calls to the
attendant.
Calls to hunt group 3 will follow the coverage path assigned to extension 1234.
3. Press Enter to save your changes.
4. Now you need to program a night service button.
See Adding Feature Buttons on page 105 for more information.
Related topics
See Managing Hunt Groups on page 227.
How do night service types interact?
Here is an example of how several types of night service might be used in one company.
Assume that you already administered the following night service settings:
●
Night station night service redirects to extension 3000 and DID-LDN only to LDN Night Ext
is set to n
●
EXT Alert Port (TAAS) field is not defined
●
Trunk group 4 redirects to extension 2000
Let us look at how calls for this company are directed after hours:
208
call type
directs to
An LDN call on a DID trunk
extension 3000
A call on trunk group 4
extension 2000
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
call type
directs to
An internal call to ‘0’
extension 3000
A call that redirects to the attendant
through a coverage path
the attendant queue
Adding Call Pickup
Users might need to answer a call that is ringing at a nearby desk. With Communication
Manager, a user can answer a call that is ringing at another telephone in three ways:
●
Use Call Pickup. With Call Pickup, you create one or more pickup groups. A pickup group
is a collection, or list, of individual telephone extensions. A pickup group is the way to
connect individual extensions together. For example, if you want everyone in the payroll
department to be able to answer calls to any other payroll extension, you can create a
pickup group that contains all of the payroll extensions.
A user extension can belong to only one pickup group. Also, the maximum number of
pickup groups might be limited by your system configuration.
Using their own telephones, all members in a pickup group can answer a call that is ringing
at another group member telephone. If more than one telephone is ringing, the system
selects the extension that has been ringing the longest.
●
Use Extended Call Pickup. With Extended Call Pickup, you can define one or more
extended pickup groups. An extended pickup group is the way to connect individual pickup
groups together.
There are two types of extended pickup groups: simple and flexible. You administer the
type of extended pickup groups on a system-wide basis. You cannot have both simple and
flexible extended pickup groups on your system at the same time.
Based on the type of extended pickup group that you administer, members in one pickup
group can answer calls to another pickup group.
For more information, see Setting up simple extended pickup groups on page 217, Setting
up flexible extended pickup groups on page 220, and Changing extended pickup
groups on page 223.
●
Use Directed Call Pickup. With Directed Call Pickup, users specify what ringing telephone
they want to answer. A pickup group is not required with Directed Call Pickup. You must
first administer Directed Call Pickup before anyone can use this feature.
For more information, see Setting up Directed Call Pickup on page 223.
Throughout this procedure on pickup groups and extended pickup groups, we show examples
to make Call Pickup easier to understand.
Administering Avaya Aura™ Communication Manager
May 2009
209
Chapter 7: Handling Incoming Calls
Call Pickup Alerting
Members of a call pickup group know that another group member is receiving a call in two ways:
●
Group members can hear the other telephone ring.
●
The Call Pickup button status lamp on the telephones of all the group members flash.
Note:
You must activate Call Pickup Alerting in your system, and assign a Call Pickup
button to the telephones of each pickup group member, before the Call Pickup
button status lamps work properly.
Note:
For information how to set up Call Pickup Alerting, see Enabling Call Pickup Alerting on
page 213.
If the Call Pickup Alerting field on the Feature-Related System Parameters screen is set to n,
members of the call pickup group must rely only on ringing to know when another group
member receives a call. Pickup group members must be located close enough that they can
hear the ringing of the other telephones.
To answer a call, a pickup group member can either press the Call Pickup button on the
telephone, or dial the Call Pickup feature access code (FAC). For more information, see
Assigning a Call Pickup button to a user telephone on page 214, and Assigning a Call Pickup
feature access code on page 215.
The Call Pickup Alerting field on the Feature-Related System Parameters screen determines
how the Call Pickup button status lamps operate.
●
If the Call Pickup Alerting field is set to n, the Call Pickup Button status lamps on all
pickup group member telephones do not flash when a call comes in. When a pickup group
member hears the telephone of another group member ring and presses the Call Pickup
button to answer the call, the:
- Call Pickup button status lamp of the answering group member becomes steadily lit for
the duration of the call.
- Telephone of the called group member stops ringing.
●
If the Call Pickup Alerting field is set to y, the Call Pickup Button status lamps on all
pickup group member telephones flash when a call comes in. When a pickup group
member sees the Call Pickup button status lamp flash and presses the Call Pickup button
to answer the call, the:
- Call Pickup button status lamp of the answering group member goes out for the
duration of the call.
- Call Pickup button status lamp of the called group member goes out.
- Call Pickup button status lamps of the other pickup group members go out.
- Telephone of the called group member stops ringing.
210
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
If another call comes into the pickup group while a group member is talking on a pickup call, the
member on the pickup call cannot answer the incoming call. If the group member who is already
on a pickup call attempts to answer the incoming call to another telephone using Call Pickup,
the Call Pickup button status lamp "flutters" for a few seconds. The fluttering status lamp
indicates denial of service. The call that the member is currently on is not interrupted.
In all scenarios, the call appearance button on the telephone of the called group member:
●
Stays steadily lit if the Temporary Bridged Appearance on Call Pickup? field on the
Feature-Related System Parameters screen is set to y. The called group member can join
the call in progress by pressing the lit call appearance button. The person who picked up
the call can either stay on the call or hang up.
●
Goes out if the Temporary Bridged Appearance on Call Pickup? field on the
Feature-Related System Parameters screen is set to n. The called group member cannot
join the call in progress.
The system uses an algorithm to select what call is answered when multiple calls ring or alert in
a call pickup group at the same time. The system searches the extensions of the call pickup
group until the system finds an extension with a call that is eligible to be answered with Call
Pickup. The system selects this call to be answered. The next time that a group member
answers a call with Call Pickup, the system bypasses the extension that was answered most
recently, and starts the search at the next extension.
For example, if a group member attempts to use Call Pickup when two calls are ringing at
extension A and one call is ringing at extension B, the system selects the calls in the following
order:
1. One of the calls to extension A
2. The call to extension B
3. The remaining call to extension A
The system also determines which call that a group member answers when multiple calls ring or
alert at the same telephone. The system selects the call with the lowest call appearance, which
is usually the call appearance that is nearest to the top of the telephone.
For example, when calls ring or alert at the second and the third call appearances, the system
selects the call on the second call appearance for the user to answer.
The following steps are part of the administration process for the Call Pickup feature:
●
Administering Call Pickup
- Setting up Call Pickup
- Enabling Call Pickup Alerting
- Assigning a Call Pickup button to a user telephone
- Assigning a Call Pickup feature access code
●
Maintaining Call Pickup
- Removing a user from a call pickup group
Administering Avaya Aura™ Communication Manager
May 2009
211
Chapter 7: Handling Incoming Calls
- Deleting pickup groups
- Changing a Call Pickup button on a user telephone
- Removing a Call Pickup button from a user telephone
●
Administering Extended Call Pickup
- Setting up simple extended pickup groups
- Setting up flexible extended pickup groups
●
Maintaining Extended Call Pickup
- Removing a pickup group from an extended pickup group
- Changing extended pickup groups
●
Administering Directed Call Pickup
- Setting up Directed Call Pickup
●
Maintaining Directed Call Pickup
- Removing Directed Call Pickup from a user
Setting up Call Pickup
The first step in setting up any call pickup system is to create pickup groups and assign users to
the groups. You can create one or many pickup groups, depending on your needs. A user
extension can belong to only one pickup group.
In this exercise, you will:
●
Add a pickup group and assign users to the pickup group.
●
Enable Call Pickup alerting.
●
Assign a Call Pickup button to each extension in the pickup group.
●
Assign a feature access code (FAC).
Adding pickup groups
To add users to a new call pickup group:
1. Type add pickup-group next. Press Enter.
The system displays the Pickup Group screen. The system also assigns the next available
Group Number for the new pickup group.
212
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
Note:
The Extended Group Number field is not shown in this example because the
system is set for none or simple extended pickup groups. For more information,
see Setting up simple extended pickup groups on page 217. If the Extended
Group Number field is visible on this screen, then your system is set up for
flexible extended pickup groups. For more information, see Setting up flexible
extended pickup groups on page 220.
Note:
2. Type a name for this pickup group in the Group Name field.
3. Type the extension of each group member.
Up to 50 extensions can belong to one pickup group.
4. Press Enter to save your changes.
The system automatically completes the Name field when you press Enter.
Example: This procedure shows how to set up a new pickup group 11 for Accounting. For the
rest of these procedures, let us say that you also set up these pickup groups:
●
12 for Billing
●
13 for Credit Services
●
14 for Delinquency Payments
●
15 for Executives
●
16 for Finance
Enabling Call Pickup Alerting
Call Pickup Alerting allows members of pickup groups to know visually when the telephone of
another member is ringing. Use Call Pickup Alerting if the telephones of other pickup group
members are too far away to be heard. You must enable Call Pickup Alerting in your system.
To enable Call Pickup alerting:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you see the Call Pickup Alerting field.
3. Set the Call Pickup Alerting field to y.
4. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
213
Chapter 7: Handling Incoming Calls
Enabling Enhanced Call Pickup Alerting
In Communication Manager Release 5.2 and later, Call Pickup Alerting displays calling and
called party information. This feature is available to all members of the pickup group and
administrable alerting options.
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you see the Enhanced Call Pickup Alerting field.
3. Set Enhanced Call Pickup Alerting to y.
4. Press Enter to save your changes.
Note:
Note:
The Enhanced Call Pickup Delay Timer (sec.) Display and Audible
Notification fields are displayed only if Enhanced Call Pickup Alerting is set to
y. To administer the alerting options for a button, you must set the button
assignment using the change station n command.
Assigning a Call Pickup button to a user telephone
After you define one or more pickup groups, assign a Call Pickup button for each extension in
each pickup group. Users in a pickup group can press the assigned Call Pickup button to
answer calls to any other extension in their pickup group.
To assign a Call Pickup button for each extension:
1. Type change station n, where n is an extension in the pickup group. Press Enter.
The system displays the Station screen.
2. Click Next until you see the BUTTON ASSIGNMENTS area.
3. Move to the button number that you want to use for Call Pickup. You can use any of the
available buttons.
4. Type call-pkup after the button number.
5. Press Enter to save your changes.
6. Repeat this procedure for each member of each pickup group.
7. Notify each user what button to use for Call Pickup.
214
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
Assigning a Call Pickup feature access code
After you define one or more pickup groups, assign and give each member the Call Pickup
feature access code (FAC). Instead of using the Call Pickup button, users in a pickup group can
dial the assigned FAC to answer calls to any other extension in their pickup group.
To create a pickup group feature access code (FAC):
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. In the Call Pickup Access Code field, type the desired FAC.
Make sure that the FAC complies with your dial plan.
3. Press Enter to save your changes.
4. Communicate the FAC with each member of each pickup group.
Removing a user from a call pickup group
To remove a user from a pickup group:
1. Type change pickup-group n, where n is the number of the pickup group. Press Enter.
The system displays the Pickup Group screen.
2. Move to the extension that you want to remove.
3. Press Clear or Delete, depending on your system.
4. Press Enter to save your changes.
Deleting pickup groups
Before deleting a pickup group, you must verify if the pickup group is a member of any simple or
flexible extended pickup group. If so, you must first delete the pickup group from all extended
pickup groups. For more information on extended pickup groups, see Setting up simple
extended pickup groups on page 217, and Setting up flexible extended pickup groups on
page 220.
Follow these three steps to delete a pickup group:
●
Get a list of all extended pickup groups.
●
Verify and delete the pickup group from all extended pickup groups.
●
Delete the pickup group.
Administering Avaya Aura™ Communication Manager
May 2009
215
Chapter 7: Handling Incoming Calls
Getting a list of extended pickup groups
To get a list of all extended pickup groups:
1. Type list extended-pickup-group. Press Enter.
The system displays the Extended Pickup Groups screen.
2. Print this screen or write down the existing Group Numbers so that you can check each
extended pickup group.
3. Press Cancel.
Removing a pickup group from an extended pickup group
You must remove the pickup group from all extended pickup groups.
●
If your system is set up for simple extended pickup groups, the pickup group can be a
member of only one extended pickup group.
●
If your system is set up for flexible extended pickup groups, the pickup group can be a
member of many extended pickup groups.
●
If your system is set up for no extended pickup groups (none) or has no extended pickup
groups assigned, you can skip this section and see Deleting a pickup group.
To remove a pickup group from an extended pickup group:
1. Type change extended-pickup-group n, where n is the extended pickup group that
you want to check. Press Enter.
The system displays the Extended Pickup Group screen.
2. Perform one of the following actions:
●
If the pickup group that you want to delete is not a member of this extended pickup
group, press Cancel.
●
If the pickup group that you want to delete is a member of this extended pickup group:
- Select the pickup group.
- Press Clear or Delete, depending on your system.
- Press Enter to save your changes.
3. Repeat this procedure for each extended pickup group.
Deleting a pickup group
To delete a pickup group:
1. Type remove pickup-group n, where n is the number of the pickup group that you want
to delete. Press Enter.
The system displays the Pickup Group screen.
216
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
2. Press Enter. The system deletes the pickup group.
Changing a Call Pickup button on a user telephone
To change a call pickup button on a user telephone:
1. Type change station n, where n is the extension that you want to change. Press
Enter.
The system displays the Station screen.
2. Click Next until you see the BUTTON ASSIGNMENTS area.
3. Move to the existing call-pkup button.
4. Press Clear or Delete, depending on your system.
5. Move to the button number that you want to use for call pickup.
6. Type call-pkup after the button number.
7. Press Enter to save your changes.
Removing a Call Pickup button from a user telephone
To remove a call pickup button from a user telephone:
1. Type change station n, where n is the extension that you want to change. Press
Enter.
The system displays the Station screen.
2. Click Next until you see the BUTTON ASSIGNMENTS area.
3. Move to the existing call-pkup button.
4. Press Clear or Delete, depending on your system.
5. Press Enter to save your changes.
Setting up simple extended pickup groups
What if you want to have members in one pickup group be able to answer calls for another
pickup group? In our example, what if you want members in the Credit Services pickup
group 13 to answer calls in the Delinquency Payments pickup group 14? You can do that by
setting up extended pickup groups.
Administering Avaya Aura™ Communication Manager
May 2009
217
Chapter 7: Handling Incoming Calls
If you want members of pickup group 13 to answer calls for pickup group 14, and if you want
members of pickup group 14 to answer calls for pickup group 13, set your system for simple
extended pickup groups.
Simple extended pickup groups allow members of two or more individual pickup groups to
answer each others calls. In a simple extended pickup group, an individual pickup group can be
assigned to only one extended pickup group.
All members of one pickup group can answer the calls to the other pickup groups within the
simple extended pickup group.
!
CAUTION:
CAUTION:
Before you administer what type of extended pickup group to use (none, simple,
or flexible), be sure that your pickup group objectives are well thought out and
defined.
In this exercise, you will:
●
Set up the system for simple extended pickup groups.
●
Assign a FAC so that users can answer calls.
●
Add pickup groups, if needed
●
Assign two pickup groups to an extended pickup group.
Creating simple extended pickup groups
To create system-wide simple extended pickup groups:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you see the Extended Group Call Pickup field.
3. In the Extended Group Call Pickup field, type simple.
4. Press Enter to save your changes.
Your system is now set up for simple extended pickup groups.
Creating an extended pickup group feature access code
Users in an extended pickup group must dial an assigned FAC, followed by a 1-digit or 2-digit
Pickup Numbers, to answer calls to an extension in another pickup group. Pickup groups must
be in the same extended pickup group. Users cannot use a call pickup button with Extended
Call Pickup.
To create an extended pickup group feature access code (FAC):
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
218
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
2. Click Next until you see the Extended Group Call Pickup Access Code field.
3. Perform one of the following actions:
●
If the Extended Group Call Pickup Access Code field contains a FAC, press
Cancel.
●
If the Extended Group Call Pickup Access Code field does not contain a FAC:
- Type the desired FAC.
Make sure that the FAC complies with your dial plan.
- Press Enter to save your changes.
4. Communicate the FAC, the list of pickup numbers, and the pickup group to which each
pickup number is associated, to each pickup group member who is part of the extended
pickup group. For information on pickup numbers, see Pickup Numbers on page 219.
To create individual pickup groups:
1. If you need to create any pickup groups, see Setting up Call Pickup on page 212.
Assigning pickup groups to a simple extended pickup group
To assign pickup groups to a simple extended pickup group:
1. Type change extended-pickup-group n, where n is a number of the extended
pickup group. In this example, type change extended-pickup-group 4. Press Enter.
The system displays the Extended Pickup Group screen for extended pickup group 4.
2. In the Pickup Group Number column, type the numbers of the pickup groups that you
want to link together. In this example, add pickup group 13 (Credit Services) and pickup
group 14 (Delinquency Payments).
3. Press Enter to save your changes.
Example: Pickup groups 13 and 14 are now linked together in extended pickup group 4. In
addition to answering calls to their own pickup group:
●
All members of pickup group 13 can answer calls to pickup group 14.
●
All members of pickup group 14 can answer calls to pickup group 13.
Pickup Numbers
The Pickup Number column that is associated with the Pickup Group Number is the
unique number that users must dial after dialing the Extended Group Call Pickup
Access Code FAC to answer a call in that pickup group.
For example, let us say that the Extended Group Call Pickup Access Code FAC is *39.
In the above example:
Administering Avaya Aura™ Communication Manager
May 2009
219
Chapter 7: Handling Incoming Calls
●
A user in pickup group 13 must dial *391 to answer a call to pickup group 14, because
pickup group 14 is assigned to Pickup Number 1.
●
A user in pickup group 14 must dial *390 to answer a call to pickup group 13, because
pickup group 13 is assigned to Pickup Number 0.
Note:
To minimize the number of digits that a user has to dial, first assign pickup groups
to Pickup Numbers 0 to 9.
Note:
- By assigning Pickup Numbers 0 to 9, all users only needs to dial a single digit (0
to 9) after the FAC to answer the call.
- If you assign a number greater than 9 (10 to 24) to any pickup group, all users
must dial two digits (00 to 24) after the FAC to answer the call.
Setting up flexible extended pickup groups
If you want members of a pickup group to answer calls for another pickup group, but you do not
want the other pickup group to answer your calls, set your system for flexible extended pickup
groups.
Flexible extended pickup groups still allow members of one or more individual pickup groups to
answer calls of another pickup group. However, the reverse scenario is not always true. With
flexible extended pickup groups, you can prevent members of one or more pickup groups from
answering the calls to another pickup group.
Flexible extended pickup groups allows more control over what pickup groups can answer calls
for other pickup groups. Unlike simple extended pickup groups, an individual pickup group can
be in multiple flexible extended pickup groups.
The system displays the Extended Group Number field on the Pickup Group screen only when
you set the Extended Group Call Pickup field on the Feature-Related System Parameters
screen to flexible. When you populate the Extended Group Number field on the Pickup Group
screen, you are associating, or "pointing," that pickup group to an extended pickup group. By
pointing to an extended pickup group, members of the pickup group can answer calls made to
any member of that extended pickup group.
A specific pickup group does not have to be a member of the extended pickup group that the
pickup group points to. To help clarify flexible extended pickup groups, see the Example in this
section.
!
CAUTION:
CAUTION:
Before you administer what type of extended pickup group to use (none, simple,
or flexible), be sure that your pickup group objectives are well thought out and
defined.
In this exercise, you will:
●
220
Set up the system for flexible extended pickup groups.
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
●
Assign a FAC so that users can answer calls.
●
Add or change pickup groups, and "point" a pickup group to an extended pickup group.
Creating flexible extended pickup groups
To create system-wide flexible extended pickup groups:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you see the Extended Group Call Pickup field.
3. In the Extended Group Call Pickup field, type flexible.
4. Press Enter to save your changes.
Your system is now set up for flexible extended pickup groups.
To create an extended pickup group FAC, see Creating an extended pickup group feature
access code on page 218.
To associate individual pickup groups with an extended pickup group:
1. Type change pickup-group n, where n is a pickup group number. In this example, let
us change pickup group 15 (Executives). Type change pickup-group 15. Press
Enter.
The system displays the Pickup Group screen. Notice that the system displays the
Extended Group Number field on the Pickup Group screen. This field appears because
you set the Extended Group Call Pickup field on the Feature-Related System
Parameters screen to flexible.
!
Important:
Important:
If you change your system from simple to flexible extended pickup groups (see
Changing extended pickup groups on page 223), the system automatically
populates the Extended Group Number field on the Pickup Group screen for
each pickup group member. For example, pickup groups 13 and 14 are members
of extended pickup group 4. If you change the system from simple to flexible
extended pickup groups, the system automatically populates the Extended
Group Number field to 4 on the Pickup Group screen for these two pickup
groups.
You are not required to keep the number that the system automatically populates
in the Extended Group Number field. You can change the number in the
Extended Group Number field to another pickup group number. You can also
make the field blank.
Administering Avaya Aura™ Communication Manager
May 2009
221
Chapter 7: Handling Incoming Calls
2. If you want to associate, or "point" the pickup group to an extended pickup group, type the
number of the extended pickup group for which this pickup group can answer calls in the
Extended Group Number field. In this example, manually associate pickup group
15 (Executives) to extended pickup group 4. For this example, let us say that you followed
the same procedure for pickup group 16 (Finance).
Note:
Note:
You do not have to populate the Extended Group Number field. You can leave
the Extended Group Number field blank. You can just as easily point the pickup
group to a different extended pickup group. For example, you can point pickup
group 13 (Credit Services) to extended pickup group 2, even though pickup
group 13 is not a member of extended pickup group 2.
As you will see in the Example on page 222, this means that members in pickup
group 13 can answer calls to any member that is in extended pickup group 2. The
reverse is not true, however. Members that are in extended pickup group 2
cannot answer calls to pickup group 13.
3. Press Enter to save your changes.
Assigning pickup groups to a flexible extended pickup group
To assign pickup groups to a flexible extended pickup group:
1. Type change extended-pickup-group n, where n is the number of the extended
pickup group. In this example, type change extended-pickup-group 4. Press Enter.
The system displays the Extended Pickup Group screen for extended pickup group 4.
2. Add pickup group 16 (Finance) to this extended pickup group. For information how to
complete this screen, see Assigning pickup groups to a simple extended pickup group on
page 219.
3. Press Enter to save your changes.
Example: Here is how flexible extended pickup groups work.
Notice that pickup groups 13, 14, and 16 are now members of extended pickup group 4. On the
Pickup Group screen for pickup groups 13, 14, and 16, you also pointed each pickup group to
extended pickup group 4.
Pickup group 15 (Executives) is not a member of extended pickup group 4. However, on the
Pickup Group screen for group 15, you pointed pickup group 15 to extended pickup group 4.
In addition to answering calls to their own pickup group:
Notice that pickup groups 13, 14, and 16 are now members of extended pickup group 4. On the
Pickup Group screen for pickup groups 13, 14, and 16, you also pointed each pickup group to
extended pickup group 4.
Pickup group 15 (Executives) is not a member of extended pickup group 4. However, on the
Pickup Group screen for group 15, you pointed pickup group 15 to extended pickup group 4.
222
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
In addition to answering calls to their own pickup group:
●
Any member of pickup group 13 can answer calls to pickup groups 14 and 16.
●
Any member of pickup group 14 can answer calls to pickup groups 13 and 16.
●
Any member of pickup group 16 can answer calls to pickup groups 13 and 14.
●
Any member of pickup group 15 can answer calls to pickup groups 13, 14, and 16
because pickup group 15 points to extended pickup group 4.
●
Any member of pickup groups 13, 14 and 16 cannot answer calls to pickup group 15
because pickup group 15 is not a member of extended pickup group 4.
Changing extended pickup groups
You define extended pickup groups on a system-wide basis. The system cannot support both
simple and flexible extended pickup groups at the same time. You can, however, change your
extended pickup groups from one type to another.
Changing from simple to flexible
If you want to change all extended pickup groups from simple to flexible, you can easily make
the change. See Creating flexible extended pickup groups on page 221. The system
automatically populates the Extended Group Number field on the Pickup Group screen for all
pickup groups that are part of an extended pickup group.
Changing from flexible to simple
The process is more complex to change all extended pickup groups from flexible to simple.
Before you can change the extended pickup group from flexible to simple, you must first delete
all of the individual pickup groups from all of the extended pickup groups. Then you can change
the extended pickup group from flexible to simple (see Creating simple extended pickup
groups on page 218). After that step, you must re-administer all of the extended pickup groups
again.
Setting up Directed Call Pickup
If you do not want to set up pickup groups and extended pickup groups, but still want selected
people to answer other telephones, use Directed Call Pickup. Before a person can use this
feature, you must enable Directed Call Pickup on your system.
●
Telephones that can be answered by another extension using Directed Call Pickup must
have a Class of Restriction (COR) that allows this feature.
Administering Avaya Aura™ Communication Manager
May 2009
223
Chapter 7: Handling Incoming Calls
●
Telephones that can answer another extension using Directed Call Pickup must have a
COR that allows this feature.
In this exercise, you will:
●
Determine if Directed Call Pickup is enabled on your system.
●
Create one or more Classes of Restriction (COR) that allow Directed Call Pickup.
●
Assign the COR to individual extensions.
●
Assign a Directed Call Pickup button to each extension that is assigned the COR.
●
Assign a feature access code (FAC).
Before you can assign Directed Call Pickup to a user, you must ensure that Directed Call
Pickup is available on your system.
To ensure that Directed Call Pickup is enabled on your system:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you see the Directed Call Pickup? field (see Feature-Related System
Parameters screen in Avaya Aura™ Communication Manager Screen Reference,
03-602878.)
3. Perform one of the following actions:
●
If the Directed Call Pickup? field is set to y, your system is set up for Directed Call
Pickup. Press Cancel.
●
If the Directed Call Pickup? field is set to n:
- Type y in the field.
- Press Enter to save your changes.
Creating Classes of Restriction for Directed Call Pickup
You must create one or more Classes of Restriction (COR) that allow Directed Call Pickup. All
users to whom you assign a COR can then use Directed Call Pickup.
There are three ways to set up a COR for Directed Call Pickup. You can create a COR where
users can:
224
●
Only have their extensions answered by Directed Call Pickup. Users with this COR cannot
pick up other extensions.
●
Only pick up other extensions using Directed Call Pickup. Users with this COR cannot
have their extensions answered by other users.
●
Both have their extensions answered by Directed Call Pickup and pick up other
extensions.
Administering Avaya Aura™ Communication Manager
May 2009
Adding Call Pickup
To create a COR that allows Directed Call Pickup:
1. Type change COR n, where n is the COR that you want to change. Press Enter.
The system displays the Class of Restriction screen (page 1) screen. For information
about this screen, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
2. Perform one of the following actions:
●
To create one or more CORs where the extensions can only be picked up by the
Directed Call Pickup feature, but not be able to pick up other extensions:
- Type y in the Can Be Picked Up By Directed Call Pickup? field.
- Leave the Can Use Directed Call Pickup? field set to n.
Any extension to which you assign this COR can only be picked up by the Directed
Call Pickup feature.
●
To create one or more CORs where the extensions can only use the Directed Call
Pickup feature to pick up other extensions, but not be picked up by other extensions:
- Leave the Can Be Picked Up By Directed Call Pickup? field set to n.
- Type y in the Can Use Directed Call Pickup? field.
Any extension to which you assign this COR can only use the Directed Call Pickup
feature to pick up other extensions.
●
To create one or more CORs where the extensions can use the Directed Call Pickup
feature both to pick up other extensions and be picked up by other extensions:
- Type y in the Can Be Picked Up By Directed Call Pickup? field.
- Type y in the Can Use Directed Call Pickup? field.
Any extension to which you assign this COR can use the Directed Call Pickup
feature both to pick up other extensions and be picked up by other extensions.
3. Press Enter to save your changes.
For more information on Class of Restriction (COR), see the "Class of Restriction" feature.
Assigning a Class of Restriction to a user
You must assign a COR to user extensions before anyone can use Directed Call Pickup.
To modify an extension to allow Directed Call Pickup:
1. Type change station n, where n is the extension that you want to change. Press
Enter.
The system displays the Station screen.
2. In the COR field, type the appropriate COR that allows Directed Call Pickup capabilities.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
225
Chapter 7: Handling Incoming Calls
Assigning a Directed Call Pickup button
Assign a Directed Call Pickup button to all extensions that share a COR where the Can Use
Directed Call Pickup? field is set to y.
To assign a Directed Call Pickup button for each extension in the COR:
1. Type change station n, where n is an extension to which you have assigned the
Directed Call Pickup COR. Press Enter.
The system displays the Station screen.
2. Click Next until you see the BUTTON ASSIGNMENTS area.
3. Move to the button number that you want to use for Directed Call Pickup. You can use any
of the available buttons.
4. Type dir-pkup after the button number.
5. Press Enter to save your changes.
6. Repeat this procedure for each member of the COR who can pick up other extensions
using Directed Call Pickup.
7. Notify each user what button to use for Directed Call Pickup.
Assigning a Directed Call Pickup feature access code
Also assign a Directed Call Pickup feature access code (FAC). Give the FAC to each user
whose extension shares a COR where the Can Use Directed Call Pickup? field is set to y.
Instead of using the Directed Call Pickup button, users can dial the assigned FAC to answer
calls using Directed Call Pickup.
To create a Directed Call Pickup feature access code (FAC):
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Click Next until you see the Directed Call Pickup Access Code field.
3. Perform one of the following actions:
●
If the Directed Call Pickup Access Code field already contains a code, press
Cancel.
●
If the Directed Call Pickup Access Code field does not contain a code:
- Type a code in the field. Make sure that the code you type conforms to your dial
plan.
- Press Enter to save your change.
4. Communicate the FAC with each member of the COR that can pick up other extensions
using Directed Call Pickup.
226
Administering Avaya Aura™ Communication Manager
May 2009
Managing Hunt Groups
Removing Directed Call Pickup from a user
To remove Directed Call Pickup from a user:
1. Type change station n, where n is the extension of the user. Press Enter.
The system displays the Station screen.
2. In the COR field, type a different COR that does not have Directed Call Pickup
permissions.
3. Click Next until you see the BUTTON ASSIGNMENTS section.
4. Move to the button number that contains dir-pkup.
5. Click Clear or Delete, depending on your system.
6. Press Enter to save your changes.
Managing Hunt Groups
This section shows you how to set up hunt groups. This section explains how calls to a hunt
group are handled, and shows you different call distribution methods.
What are hunt groups?
A hunt group is a group of extensions that receive calls according to the call distribution method
you choose. When a call is made to a certain telephone number, the system connects the call to
an extension in the group.
Use hunt groups when you want more than one person to be able to answer calls to the same
number. For example, set up a hunt group for:
●
a benefits department within your company
●
a travel reservations service
Setting up hunt groups
Let us set up a hunt group for an internal helpline. Before making changes to Communication
Manager, we’ll decide:
●
the telephone number for the hunt group
Administering Avaya Aura™ Communication Manager
May 2009
227
Chapter 7: Handling Incoming Calls
●
the number of people answering calls
●
the way calls are answered
Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use.
So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for
help with a telephone.
We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the
first available person.
Instructions
To set up our helpline hunt group:
1. Type add hunt-group next. Press Enter.
The system displays the Hunt Group screen. The Group Number field is automatically
filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type internal helpline.
3. In the Group Extension field, type the telephone number.
We’ll type 1200.
4. In the Group Type field, type the code for the call distribution method you choose.
We’ll type ucd-loa so a call goes to the agent with the lowest percentage of work time
since login.
Note:
Note:
The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on
the Class of Service screen changes the COS for all your hunt groups. A COS
field does not appear on the Hunt Group screen.
5. Press Next Page to find the Group Member Assignments screen.
6. In the Ext field, type the extensions of the agents you want in the hunt group.
We’ll type 1011, 1012, and 1013.
Tip:
Tip:
For a ddc group type (also known as "hot seat" selection), the call is sent to the
extension listed in the first Ext field. The system uses this screen to determine the
hunting sequence.
7. Press Enter to save your changes.
The Name fields are display-only and do not appear until the next time you access this
hunt group.
228
Administering Avaya Aura™ Communication Manager
May 2009
Managing Hunt Groups
Dynamic hunt group queue slot allocation
The dynamic hunt group queue slot allocation feature eliminates the need to preallocate queue
slots for hunt groups. The system dynamically allocates the queue slots from a common pool on
an as-needed basis. All possible calls can be queued. There is no additional administration
needed. This feature expands the capacities of your system by eliminating the potential of
missed calls due to a full queue.
When the Queue? field on the Hunt Group screen is set to y, this feature applies to all uses of
hunt groups:
●
Automatic Call Distribution (ACD) non-vector/vector splits and skills
●
Non-ACD hunt group
●
Voice mail
Related topics
See Hunt Group in Avaya Aura™ Communication Manager Screen Reference, 03-602878, for
more information on an ACD and non-ACD hunt group.
Changing a hunt group
To make changes to a hunt group:
1. Type change hunt-group n, where n is the number of the hunt group. Press Enter.
2. Change the necessary fields.
3. Press Enter to save your changes.
Setting up a queue
You can tell your server running Communication Manager how to handle a hunt-group call
when it cannot be answered right away. The call waits in "queue."
We will tell Communication Manager that as many as 10 calls can wait in the queue, but that
you want to be notified if a call waits for more than 30 seconds.
You also want Communication Manager to send a warning when 5 or more calls are waiting in
the queue. This warning flashes queue-status buttons on telephones that have a status button
for this hunt group. When the buttons flash, everyone answering these calls can see that the
help-line calls need more attention.
Administering Avaya Aura™ Communication Manager
May 2009
229
Chapter 7: Handling Incoming Calls
Instructions
To set up our helpline queue:
1. Type change hunt-group n, where n is the number of the hunt group to change. Press
Enter.
In our example, type change hunt-group 5. The system displays the Hunt Group
screen.
2. In the Queue field, type y.
3. In the Queue Length field, type the maximum number of calls that you want to wait in the
queue.
In our example, type 10.
4. In the Calls Waiting Threshold field, type the maximum number of calls that can be in the
queue before the system flashes the queue status buttons.
In our example, type 5.
5. In the Time Warning Threshold field, type the maximum number of seconds you want a
call to wait in the queue before the system flashes the queue status buttons.
In our example, type 30.
6. Press Enter to save your changes.
Setting up hunt groups for TTY callers
Several laws, such as the Americans with Disabilities Act (ADA) of 1990 and Section 255 of the
Telecommunications Act of 1996, require that "reasonable accommodation" be provided for
people with disabilities. For this reason, your company might choose to offer support for callers
who use TTYs. (These devices are also known as TDDs -- "Telecommunication Device for the
Deaf" -- but the term TTY is generally preferred, in part because many users of these devices
are hearing-impaired, but not deaf.)
TTY callers can be accommodated by creating a hunt group that includes TTY-equipped
agents. The TTY itself looks a little like a laptop computer, except that it has a one- or two-line
alphanumeric display instead of a computer screen. The cost of a typical TTY is approximately
three hundred dollars. Although many TTYs can connect directly with the telephone network via
analog RJ-11 jacks, Avaya recommends that agents be equipped with TTYs that include an
acoustic coupler that can accommodate a standard telephone handset. One reason for this
recommendation is that a large proportion of TTY users are hearing impaired, but still speak
clearly. These individuals often prefer to receive calls on their TTYs and then speak in
response. This requires the call center agent to alternate between listening on the telephone
and then typing on the TTY, a process made considerably easier with an acoustically coupled
configuration.
230
Administering Avaya Aura™ Communication Manager
May 2009
Managing Hunt Groups
Although TTY-emulation software packages are available for PCs, most of these do not have
the ability to intermix voice and TTY on the same call.
For a TTY hunt group, you can record TTY announcements and use them for the hunt group
queue. To record announcements for TTY, simply follow the same steps as with voice
recordings from your telephone (see Managing Announcements on page 433). However,
instead of speaking into your telephone to record, you type the announcement with the TTY
device.
Note:
Note:
For an alternative to simply creating a TTY hunt group, you can use vectors to
process TTY calls. With vectors, you can allow TTY callers and voice callers to
use the same telephone number. In this case, you can also record a single
announcement that contains both TTY signaling and a voice recording.
Adding hunt group announcements
You can add recorded announcements to a hunt group queue. Use announcements to
encourage callers to stay on the line or to provide callers with information. You can define how
long a call remains in the queue before the caller hears an announcement.
For more information on how to record an announcement, see Announcements in Avaya
Aura™ Communication Manager Feature Description and Implementation, 555-245-205.
Let us add an announcement to our internal helpline. We want the caller to hear an
announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. Our
announcement is already recorded and assigned to extension 1234.
Tip:
You can use display announcements to find the extensions of your recorded
announcements.
Tip:
Instructions
To add an announcement to our helpline queue:
1. Type change hunt-group n. Press Enter, where n is the number of the hunt group to
change.
In our example, type change hunt-group 5.
The system displays the Hunt Group screen.
2. Press Next Page to find the First Announcement Extension field.
3. In the First Announcement Extension field, type the extension of the announcement you
want callers to hear.
In this example, type 1234.
Administering Avaya Aura™ Communication Manager
May 2009
231
Chapter 7: Handling Incoming Calls
4. In the First Announcement Delay (sec) field, type the number of seconds you want the
caller to wait before hearing the first announcement.
In our example, type 20.
Tip:
If you set the delay announcement interval to 0, callers automatically hear the
announcement before anything else. This is called a "forced first announcement."
Tip:
5. Press Enter to save your changes.
You can use the same announcement for more than one hunt group.
Managing Vectors and VDNs
This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives
you basic instructions for writing simple vectors.
!
SECURITY ALERT:
SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud because vectors route
calls based on the Class of Restriction (COR) assigned to the VDN. See BCS
Products Security Handbook, 555-025-600 for more information.
This section references announcements, hunt groups, queues, splits, and skills, which are
covered in detail in other sections of this book. You can also find information about these topics
in Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent selection (EAS) Reference,
07-600780.
Note:
The Client Room field on the Class of Service screen will affect VDN displays. If
a local station that has a COS with the Client Room field set to y calls a local
VDN, the agent’s display that receives the call will look as if it is a direct station
call rather than the expected VDN display of "station name to vdn name."
Note:
What are vectors?
A vector is a series of commands that you design to tell the system how to handle incoming
calls. A vector can contain up to 32 steps and allows customized and personalized call routing
and treatment. Use call vectoring to:
232
●
play multiple announcements
●
route calls to internal and external destinations
●
collect and respond to dialed information
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
Tip:
The vector follows the commands in each step in order. The vector "reads" the
step and follows the command if the conditions are correct. If the command
cannot be followed, the vector skips the step and reads the next step.
Tip:
Your system can handle calls based on a number of conditions, including the number of calls in
a queue, how long a call has been waiting, the time of day, day of the week, and changes in call
traffic or staffing conditions.
Writing vectors
Writing vectors is easy, but Avaya recommends that you set up and test your vectors before you
use them across the system.
We’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number
1.
Tip:
Use list vector to see a list of existing vectors.
Tip:
Before you start:
●
On the System Parameters Customer-Options (Optional Features) screen, ensure that the
Basic Call Vectoring field is y. If not, contact your Avaya representative.
●
To provide announcements, you need an Announcement circuit pack. For more
information on the circuit pack, see the Avaya Aura™ Call Center 5.2 Call Vectoring and
Expert Agent selection (EAS) Reference, 07-600780 and the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207.
●
Use one of the following:
- Tone Clock with Call Classifier - Tone Detector circuit pack.
- Call Classifier - Detector circuit pack.
●
Note on adding Meet-Me Conference vectors: If the vector for Meet-Me Conferencing
allows a new party to join a conference immediately, and that party is joining as an H.323
ip trunk user, the caller might not have talkpath with the others in the conference. To
prevent this, include in the vector a short delay before a new party joins the Meet-Me
conference, such as a step to collect digits, a 1-second delay, or play an announcement.
Since Meet-Me vectors are always configured with announcements and digit collections,
this should rarely be an issue.
Administering Avaya Aura™ Communication Manager
May 2009
233
Chapter 7: Handling Incoming Calls
To write a vector:
1. Type change vector 1. Press Enter.
The system displays the Call Vector screen.
The vector Number field on the left side of the screen is filled in automatically.
2. In the Name field, type a description for the vector.
In our example, type main number calls.
Tip:
Tip:
The information in the heading of the Call Vector screen is display only. Use the
display system-parameters customer-options command to see the
features that are turned on for your Communication Manager server.
3. Type your vector steps in the numbered column on the left of the screen.
Tip:
Tip:
When you type in your vector steps, Communication Manager automatically
completes some of the vector step information for you. For example, if you type
"q" in a vector step field, it fills in "queue-to." Also, additional fields appear when
you complete a field. Press Tab. This makes it very easy to type in your vector
steps.
Now that vector 1 is set up, we will add a vector step to it to tell Communication Manager how to
handle the calls to our main number.
Putting a call in a queue
Write a vector so that calls that come into the main business number redirect to a queue.
We will use a vector-controlled hunt group for the main number queue. This hunt group was set
up as main split 47. When calls first arrive, all calls to our main number should be queued as "pri
1" for low priority. See Call Vector screen on page 235.
To queue calls, write the following vector (step 2). (Please note, we started our example on step
2 because step 1 is used later in this chapter.)
Tip:
Tip:
Remember, Communication Manager automatically fills in some of the
information when you type your vector step. Press Tab.
Playing an announcement
Write a vector to play an announcement for callers in a queue. Use the announcement to ask
callers to wait. You need to record the announcement before the vector can use it.
234
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
Let us play our announcement 4001, asking the caller to wait, then play music for 60 seconds,
then repeat the announcement and music until the call is answered. The goto command
creates the loop to repeat the announcement and the music. Unconditionally means under all
conditions.
Tip:
Rather than loop your vectors directly back to the announcement step, go to the
previous queue-to step. This way, if for some reason the call does not queue the
first time, Communication Manager can attempt to queue the call again. If the call
successfully queued the first time though, it merely skips the queue-to step and
plays the announcement. The system cannot queue a call more than once in the
exact same priority level.
Tip:
To play and repeat an announcement, write steps 3-5 of the vector, as shown in Call Vector
screen.
Routing based on time of day
Write a vector for calls that come in after your office closes.
Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m. When calls
come in after business hours, you want to play your announcement 4002, which states that the
office is closed and asks callers to call back during normal hours. Write the vector so the call
disconnects after the announcement is played.
For after hours treatment, write this vector (steps 1, 6, and 7):
Figure 18: Call Vector screen
change vector 1
Number:
1
Basic? y
Prompting? y
01
02
03
04
05
06
07
08
09
10
11
page 1 of x
CALL VECTOR
Name: main number calls
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? n G3V4 Adv Route? y
CINFO? y
BSR? n
Lock? n
ASAI Routing? n
Holidays? n
goto step 7 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri 1
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
stop
disconnect after announcement 4002 ("We’re sorry, our office is closed...")
____________
____________
____________
____________
Administering Avaya Aura™ Communication Manager
May 2009
235
Chapter 7: Handling Incoming Calls
If the goto command in step 5 fails, Communication Manager goes to the next step. The stop
in step 6 prevents callers from incorrectly hearing the "office is closed" announcement in step 7.
Stop keeps the call in the state it was in before the command failed. In this case, if step 5 fails,
the call remains in step 4 and the caller continues to hear music.
!
CAUTION:
CAUTION:
Add a stop vector step only after calls are routed to a queue. If a stop vector is
executed for a call not in queue, the call drops.
Allowing callers to leave a message
Write a vector that allows callers to leave messages. This type of vector uses a hunt group
called a messaging split. For our example, we send after-hours calls to the voice mailbox at
extension 2000 and use messaging split 99.
Once the vector routes a call to the mailbox, the caller hears a greeting (that was recorded with
the voice mail for mailbox 2000) that tells them they can leave a message.
To let callers leave messages, write this vector (step 7):
Figure 19: Call Vector screen
change vector 1
Number:
1
Basic? y
Prompting? y
01
02
03
04
05
06
07
08
09
10
11
page 1 of x
CALL VECTOR
Name: main number calls
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? n G3V4 Adv Route? y
CINFO? y
BSR? n
Lock? n
ASAI Routing? n
Holidays? n
goto step 7 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri 1
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
stop
messaging split 99 for extension 2000
____________
____________
____________
____________
Redirecting calls during an emergency or holiday
You can provide a quick way for a supervisor or agent to redirect calls during an emergency or
holiday. Use a special mailbox where you can easily change announcements. This vector is
also an alternative to making sure all agents log out before leaving their telephones.
236
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
In our example, no agents are normally logged in to split 10. We’ll use split 10 for an
emergency. We preset buttons on our agents’ telephones so people with these telephones can
log in at the touch of a button.
To quickly redirect calls:
1. Create a special mailbox with the appropriate announcement such as "We are unable to
answer your call at this time" or "Today is a holiday, please call back tomorrow."
In our example, we recorded the mailbox greeting for extension 2001.
2. Insert the following bold steps (steps 1, 10, and 11).
See Inserting a step on page 238 for more information.
Figure 20: Call Vector screen
change vector 1
Number:
1
Basic? y
Prompting? y
01
02
03
04
05
06
07
08
09
10
11
page 1 of x
CALL VECTOR
Name: main number calls
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? n G3V4 Adv Route? y
CINFO? y
BSR? n
Lock? n
ASAI Routing? n
Holidays? n
goto step 10 if staff agents split 10 > 0
goto step 8 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri 1
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
stop
messaging split 99 for extension 2000
stop
messaging split 99 for extension 2001
stop
When there is an emergency, fire drill, or holiday, the supervisor or agent logs into this split.
When an agent logs into split 10, the system looks at vector step 1, sees that more than 0
people are logged into split 10, and sends calls to step 10 (which sends to messaging split 99).
When your business returns to normal and the agent logs out of split 10, call handling returns to
normal.
Giving callers additional choices
You can give your callers a list of options when they call. Your vector tells Communication
Manager to play an announcement that contains the choices. Communication Manager collects
the digits the caller dials in response to the announcement and routes the call accordingly.
We’ll create a vector that plays an announcement, then lets callers dial an extension or wait in
the queue for an attendant.
Administering Avaya Aura™ Communication Manager
May 2009
237
Chapter 7: Handling Incoming Calls
Please note, the following example of this "auto attendant" vector is a new vector and is not built
on the vector we used in the previous example.
To let callers connect to an extension, write this kind of vector:
Figure 21: Call Vector screen
change vector 1
Number:
1
Basic? y
Prompting? y
page 1 of x
CALL VECTOR
Name: main number calls
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? n G3V4 Adv Route? y
CINFO? y
BSR? n
Lock? n
ASAI Routing? n
Holidays? n
01 wait-time 0 seconds hearing music
02 collect 4 digits after announcement 4004 (You have reached our company.
Please dial a 4-digit extension or wait for the attendant.)
03 route-to digits with coverage y
04 route-to number 0 with cov n if unconditionally
05 stop
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
Inserting a step
It is easy to change a vector step and not have to retype the entire vector. We will add
announcement 4005 between step 3 and step 4 in vector 20.
To insert a new vector step in vector 20:
1. Type change vector 20. Press Enter.
The system displays the Call Vector screen.
2. Press Edit.
3. Type i followed by a space and the number of the step you want to add.
In our example, type i 4.
4. Type the new vector step.
We will type announcement 4005 (Please wait...).
5. Press Enter to save your changes.
238
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
Tip:
When you insert a new vector step, the system automatically renumbers the rest
of the vector steps and all references to the vector steps. Communication
Manager inserts a "*" when the numbering needs more attention.
Tip:
Deleting a step
To delete vector step 5 from vector 20:
1. Type change vector 20. Press Enter.
The system displays the Call Vector screen.
2. Press Edit.
3. Type d followed by a space and the number of the step you want to delete.
In our example, type d 5.
Tip:
You can delete a range of vector steps. For example, to delete steps 2 through 5,
type d 2-5. Press Enter.
Tip:
4. Press Enter to save your changes.
Tip:
When you delete a vector step, the system automatically renumbers the rest of
the vector steps and all references to the vector steps. An asterisk (*) is inserted
when the numbering needs more attention.
Tip:
Using Variables in Vectors
Variables in Vectors (VIV) is a Call Vectoring feature that allows you to create variables that can
be used in vector commands to:
●
Improve the general efficiency of vector administration
●
Provide increased manager and application control over call treatments
●
Allow you to create more flexible vectors that better serve the needs of your customer and
contact center operations
The vector variables are defined in a central variable administration table. Values assigned to
some types of variables can also be quickly changed by means of special vectors, Vector
Directory Numbers (VDNs), or Feature Access Codes (FACs) that you administer specifically
for that purpose. Different types of variables are available to meet different types of call
processing needs. Vector variables can be added to "consider location," "messaging," and
Administering Avaya Aura™ Communication Manager
May 2009
239
Chapter 7: Handling Incoming Calls
"adjunct routing" vector steps when the Call Center Release is 3.0 or later. Depending on the
variable type, variables can use either call-specific data or fixed values that are identical for all
calls. In either case, an administered variable can be reused in many vectors. For a more
detailed description of variable types and purposes, see Avaya Aura™ Call Center 5.2 Call
Vectoring and Expert Agent selection (EAS) Reference, 07-600780.
Administering vector variables
Administering variables and implementing them in your vectors is a relatively simple process:
1. First, determine how you intend to use the new variable and identify its defining
characteristics. Use this information to decide on an available variable type that meets
your needs.
2. Type change variables. Press Enter.
The system displays the Variables for Vectors screen.
3. In the Var column, select an unused letter between A and Z. This letter is used to
represent this variable in vector steps. Complete the editable fields in the row that you
select. Depending on your entry in the Type field, some fields in the row may be
pre-populated and display-only, or not applicable.
●
Description - a short description of your variable
●
Type - the variable type
●
Scope - local or global
●
Length - length of the digit string
●
Start - digit start position
●
Assignment - pre-assigned value
●
VAC - Variable Access Code (for value variable type only)
4. Press Enter to save your changes.
Note:
240
Note:
For more detailed descriptions of fields, see the Variables for Vectors screen in
Avaya Aura™ Communication Manager Screen Reference, 03-602878. For a
more detailed description and examples of vectors and vector variables, see
Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent selection (EAS)
Reference, 07-600780.
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
Handling TTY calls with vectors
Unlike fax machines and computer modems, a Tele-typewriter device (TTY) has no handshake
tone and no carrier tone. A TTY is silent when not transmitting. This is why systems cannot
identify TTY callers automatically. However, the absence of these special tones also means that
voice and TTY tones can be intermixed in pre-recorded announcements. The ability to provide a
hybrid voice-and-TTY announcement, when combined with the auto-attendant vectoring
capability, can permit a single telephone number to accommodate both voice and TTY callers.
The sample vector that follows allows TTY callers to access a TTY agent. It begins with a step
that plays a TTY announcement combined with a voice announcement. The announcement
tells the TTY caller to enter a digit that will direct them to a TTY support person. The vector then
processes the digit entered to connect the TTY caller to the TTY split (or hunt group). For more
information on recording TTY announcements, see Managing Announcements on page 433.
In the following example, split 47 (hunt group 47) has already been established and consists of
TTY-enabled agents.
If a TTY caller calls the number that connects to vector 33, the following occurs:
1. After a short burst of ringing, a quick burst of TTY tones is sent to the caller telling the
caller to hold, "HD". Then, a voice announcement follows for callers using a normal
telephone connection. The announcement tells them to stay on the line. Finally, another
burst of TTY tones is sent to the TTY caller which displays on the caller’s TTY device as,
"Dial 1."
The TTY caller won’t hear the voice announcement, but because the step collects digits, it
allows the caller to enter 1 on his or her touchtone telephone.
Note:
Note:
For voice callers, the burst of TTY tones lasts about one second and sounds like
a bird chirping.
2. In vector step 3, since the TTY caller entered 1 in vector step 2, the TTY caller is sent to
vector step 8, at which point the caller is put in queue for a TTY-enabled agent in split 47.
Note:
Note:
The voice caller is sent to vector step 3 also, but a voice caller does not go to
vector step 8 because the caller did not enter 1 at vector step 2. Instead, voice
callers continue on to vector step 4, where they connect to split 48.
3. While the TTY caller waits in queue, he or she hears silence from vector step 9, then the
announcement in vector step 10, and is then looped back to wait with silence by vector
step 11.
More information
See the Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent selection (EAS)
Reference, 07-600780, for more information.
Administering Avaya Aura™ Communication Manager
May 2009
241
Chapter 7: Handling Incoming Calls
Automated Attendant competes with several features for ports on the Call Classifier — Detector
circuit pack or equivalent. See the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207 for more information on the circuit pack.
Fixing vector problems
If there is a problem with a vector, Communication Manager records the error as a vector event.
Vector events occur for a number of reasons including problems with a trunk, full queue slots, or
the vector reaching the maximum 1000 steps allowed.
Use display events to access the Event Report screen and see the event record. Use the
event record to see why the vector failed.
To view the Event Report:
1. Type display events. Press Enter.
The system displays the Event Report screen.
Figure 22: Event Report screen
display events
page 1 of x
EVENT REPORT
The following option control which events will be displayed:
EVENT CATEGORY
Category: Vector
REPORT PERIOD
Interval: _a_ From: __/__/__:__ To: __/__/__:__
SEARCH OPTIONS
Vector Number: __
Event Type: ___
2. To see all current vector events, press Enter.
OR
Indicate the events that you want to see by completing the Report Period and Search
Option fields. See Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent
selection (EAS) Reference, 07-600780, for more information.
3. Press Enter to view the report.
The system displays the Event Report (detail) screen.
242
Administering Avaya Aura™ Communication Manager
May 2009
Managing Vectors and VDNs
Figure 23: Event Report screen
display events
Event
Type
20
541
Event
Description
Call not queued
Not a messaging split
page 1 of x
EVENT REPORT
Event
Event
Data 1
Data 2
12/5
B
Split
4C
First
Last
Event
Occur
Occur
Cnt
09/28/13:43 09/28/13:43 21
09/28/13:43 09/28/13:43 136
Look at the information in the Event Data field to diagnose the vector event. In this
example, there was a problem with:
●
Vector 12, step 5
●
Split 89
Working with Vector Directory Numbers
A VDN is an extension that directs an incoming call to a specific vector. This number is a "soft"
extension number not assigned to an equipment location. VDNs must follow your dial plan.
We will create VDN 5011 for our sales department. A call into 5011 routes to vector 11. This
vector plays an announcement and queues calls to the sales department.
!
SECURITY ALERT:
SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud because vectors route
calls based on the class of restriction (COR) assigned to the VDN. See the Avaya
Toll Fraud and Security Handbook, 555-025-600 for more information.
Adding a vector directory number
To add a vector directory number:
1. Type add VDN 5011. Press Enter.
You enter the VDN extension you want to add. The system displays the Vector Directory
Number screen.
2. Type a description for this VDN in the Name field.
In our example, type Sales Department.
The information in the VDN Name field appears on a display telephone. This allows the
agent to recognize the nature of the call and respond accordingly.
Administering Avaya Aura™ Communication Manager
May 2009
243
Chapter 7: Handling Incoming Calls
Tip:
The VDN Override on the Vector Directory Number screen controls the operation
of the display.
Tip:
3. Enter the vector number.
In our example, type 11.
4. In the Measured field, indicate how you want to measure calls to his VDN.
In our example, type both (for both CMS and BCMS).
Tip:
BCMS must be enabled to use both. Use display system-parameters
customer-options to see if BCMS is enabled.
Tip:
5. Press Enter to save your changes.
Viewing vector directory numbers
To see the VDNs already associated with your vectors:
1. Type list VDN. Press Enter.
The system displays the Vector Directory Number screen.
Figure 24: Vector Directory Number screen
list vdn
VECTOR DIRECTORY NUMBER
Name
Tech Support
Customer Serv.
New Orders
Ext
5000
5001
5002
VDN
Vec
Orig
Ovrd COR TN Num Meas Annc
y
59 1 234 none 301
n
1
1
1 none 302
y
23 1
5 none 303
Event
Notif Skills
Adj 1st 2nd 3rd
2. Each VDN maps to one vector. Several VDNs can map to the same vector.
244
Administering Avaya Aura™ Communication Manager
May 2009
Understanding Automatic Call Distribution
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a Communication Manager feature used in many contact
centers. ACD gives you greater flexibility to control call flow and to measure the performance of
agents.
ACD systems operate differently from non-ACD systems, and they can be much more complex.
ACD systems can also be more powerful because they allow you to use features and products
that are not available in non-ACD systems. See the Avaya Aura™ Call Center 5.2 Automatic
Call Distribution (ACD) Reference, 07-602568, for more information on ACD call centers.
Enhancing an ACD system
First, all call center management systems (such as Avaya’s Basic Call Management System
(BCMS), BCMSVu, and the sophisticated Avaya IP Agent Call Management System) require
ACD. These management systems give you the ability to measure more aspects of your
center’s operation, and in more detail, than is possible with standard Communication Manager
reports.
Call vectoring greatly enhances the flexibility of a call center, and most vectoring functions
require ACD. Vectoring is a simple programming language that allows you to custom design
every aspect of call processing. See What are vectors? on page 232 for more information.
Together, ACD and vectoring allow you to use Expert Agent Selection (EAS) For a variety of
reasons, you might want certain agents to handle specific types of calls. For example, you might
want only your most experienced agents to handle your most important customers. You might
have multilingual agents who can serve callers in a variety of languages.
EAS allows you to classify agents according to their specific skills and then to rank them by
ability or experience within each skill. Communication Manager uses these classifications to
match each call with the best available agent. See Avaya Aura™ Call Center 5.2 Call Vectoring
and Expert Agent selection (EAS) Reference, 07-600780, for more information on call vectoring
and EAS.
Assigning a Terminating Extension Group
A Terminating Extension Group (TEG) allows an incoming call to ring as many as 4 telephones
at one time. Any user in the group can answer the call.
Once a member of the TEG has answered a group call, the TEG is considered busy. If a second
call is directed to the group, it follows a coverage path if one has been assigned.
Administering Avaya Aura™ Communication Manager
May 2009
245
Chapter 7: Handling Incoming Calls
Instructions
Now assign a terminating extension group to the advertising department. For example, we will
assign this TEG to extension 6725.
1. Type add term-ext-group next. Press Enter.
The system displays the Terminating Extension Group screen.
2. In the Group Extension field, type 6725.
This is the extension for the advertising group.
3. In the Group Name field, type advertising.
This is the name of the group.
4. In the Coverage Path field, type 5.
This is the number of the call coverage path for this group.
246
Administering Avaya Aura™ Communication Manager
May 2009
World Class Routing
Chapter 8: Routing Outgoing Calls
World Class Routing
Your system uses Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) to
direct outgoing calls.
●
AAR routes calls within your company over your own private network.
●
ARS routes calls that go outside your company over public networks. ARS also routes
calls to remote company locations if you do not have a private network.
Automatic routing begins when a user dials a feature access code (FAC) followed by the
number the user wants to call. Communication Manager analyzes the digits dialed, selects the
route for the call, deletes and inserts digits if necessary, and routes the call over the trunks you
specify in your routing tables. ARS and AAR can access the same trunk groups and share the
same route patterns and other routing information. ARS calls can be converted to AAR calls and
vice-versa.
The FAC for AAR is usually the digit 8. The FAC for ARS is usually the digit 9 in the US and 0
outside of the US. Your Avaya technician or business partner sets up AAR on your server
running Communication Manager and usually assigns the AAR FAC at the same time. You can
administer your own ARS FAC.
This section describes only ARS call routing.
Managing Calling Privileges
Each time you set up a telephone, you use the Station screen to assign a class of restriction
(COR). You can create different CORs for different groups of users. For example, you might
want executives in your company to have different calling privileges than receptionists.
When you set up a COR, you specify a facility restriction level (FRL) on the Class of Restriction
screen. The FRL determines the calling privileges of the user. Facility Restriction Levels are
ranked from 0 to 7, where 7 has the highest level of privileges.
You also assign an FRL to each route pattern preference in the Route Pattern screen. When a
user makes a call, the system checks the user’s COR. The call is allowed if the caller’s FRL is
higher than or equal to the route pattern preference’s FRL.
Administering Avaya Aura™ Communication Manager
May 2009
247
Chapter 8: Routing Outgoing Calls
Instructions
Let us say we are setting up a new telephone for an executive. The current translations assign
COR 1, with outward restrictions and an FRL 0, which is the lowest permission level available.
We want to assign a COR with the highest level of permissions, FRL 7, to station 1234.
To change station 1234 from COR 1 to COR 7:
1. Type change station 1234. Press Enter.
The system displays the Station screen.
2. In the COR field, type 7. Press Enter to save your changes.
3. To change from FRL 0 to FRL 7, type change cor 7. Press Enter.
The system displays the Class of Restriction screen.
4. In the FRL field, type 7. Press Enter to save your changes.
Now all users with COR 7 will have the highest level of calling permissions.
Assigning ARS FAC
Be sure the ARS feature access code (FAC) is set up on your system. In the U.S., 9 is usually
the ARS FAC. Users dial 9 to make an outgoing call.
When a user dials 9 to access ARS and make an outgoing call, the ARS access code 9 is
dropped before digit analysis takes place. It will not be part of the digit analysis.
Instructions
To assign the ARS FAC:
1. Type change dialplan. Press Enter.
The system displays the Dial Plan Analysis Table screen.
2. Move to the 9 row and type fac in the first column. Press Enter to save your changes.
3. Type change features. Press Enter.
The system displays the Feature Access Code (FAC) screen.
4. Type 9 in the ARS - access code field.
5. Press Enter to save your changes.
248
Administering Avaya Aura™ Communication Manager
May 2009
Displaying ARS Analysis Information
Location ARS FAC
The Location ARS FAC allows users in different locations to use the same "culturally
significant" FAC they are accustomed to, such as dialing 9 for an outside line, and access the
same feature. The Location ARS FAC is only accessible for calling numbers at locations
administered with that ARS FAC (for details on setting up Location ARS FAC, see the Locations
screen in Avaya Aura™ Communication Manager Screen Reference, 03-602878). If an attempt
is made to use an ARS FAC at a location for which it is not valid, the attempt is denied. The
ARS access code on the Feature Access Code (FAC) screen continues to be used when a
location ARS FAC does not exist. If a location ARS FAC exists, then the ARS access code on
the Feature Access Code (FAC) screen is prohibited/denied from that location.
By using a local ARS code, the ability to administer two ARS codes on the Feature Access
Code (FAC) screen is lost.
Displaying ARS Analysis Information
Instructions
You will want to become familiar with how your system currently routes outgoing calls. To
display the ARS Digit Analysis Table that controls how the system routes calls that begin with 1:
1. Type display ars analysis 1. Press Enter.
The ARS Digit Analysis Table for dialed strings that begin with 1 appears. Note that
Communication Manager displays only as many dialed strings as can fit on one screen at
a time.
Note:
Note:
Type display ars analysis and press Enter to display an all-location
screen. For details on command options, see online help, or Maintenance
Commands for Avaya Aura™ Communication Manager, Media Gateways and
Servers, 03-300431.
To see all the dialed strings that are defined for your system, run an ARS Digit Analysis report:
1. Type list ars analysis. Press Enter.
The system displays the ARS Digit Analysis Report screen. You might want to print this report
to keep in your paper records.
Administering Avaya Aura™ Communication Manager
May 2009
249
Chapter 8: Routing Outgoing Calls
Understanding ARS Analysis
With ARS, Communication Manager checks the digits in the number called against the ARS
Digit Analysis Table to determine how to handle the dialed digits. Communication Manager also
uses Class of Restriction (COR) and Facility Restriction Level (FRL) to determine the calling
privileges.
Let us look at a very simple AAR and ARS digit analysis table. Your system likely has more
defined dialed strings than this example.
The far-left column of the ARS Digit Analysis Table lists the first digits in the dialed string. When
a user makes an outgoing call, the system analyzes the digits, looks for a match in the table,
and uses the information in the matching row to determine how to route the call.
Let us say a caller places a call to 1-303-233-1000. Communication Manager matches the
dialed digits with those in the first column of the table. In this example, the dialed string matches
the ‘1’. Then Communication Manager matches the length of the entire dialed string (11 digits)
to the minimum and maximum length columns. In our example, the 11-digit call that started with
1 follows route pattern 30 as an fnpa call.
Tip:
The first dialed digit for an external call is often an access code. If ‘9’ is defined as
the ARS access code, Communication Manager drops this digit and analyzes the
remaining digits with the ARS Analysis Table.
Tip:
The Route Pattern points to the route that handles the calls that match this dial string.
Call Type tells what kind of call is made with this dial string. Call type helps Communication
Manager decide how to handle the dialed string.
Examples of digit conversion
Your system uses the AAR or ARS Digit Conversion Table to change a dialed number for more
efficient routing. Digits can be inserted or deleted from the dialed number. For instance, you can
tell Communication Manager to delete a 1 and an area code on calls to one of your locations,
and avoid long-distance charges by routing the call over your private network.
The table below reflects these values:
●
250
ARS feature access code = 9
AAR feature access code = 8
Private Network Office Code (also known as Home RNX) = 222
Prefix 1 is required on all long-distance DDD calls
Dashes (-) are for readability only
Administering Avaya Aura™ Communication Manager
May 2009
Understanding ARS Analysis
Communication Manager maps the dialed digits to the matching pattern that most closely
matches the dialed number. Example: If the dialed string is 957-1234 and matching patterns
957-1 and 957-123 are in the table, the match is on pattern 957-123.
Table 5: ARS digit conversion examples
Operation
Actual Digits
Dialed
Matching
Pattern
Replacement
String
Modified
Address
Notes
DDD call to
ETN
9-1-303-538-1
345
1-303-538
362
362-1345
Call routes via
AAR for RNX
362
Long-distance
call to
specified
carrier
9-10222+DDD
10222
(blank)
(blank)
Call routes as
dialed with
DDD # over
private network
Terminating a
local DDD call
to an internal
station
9-1-201-957-5
567 or
9-957-5567
1-201-957-5
or
957-5
222-5
222-5567.
Call goes to
home RNX
222, ext. 5567
Unauthorized
call to intercept
treatment
9-1-212-976-1
616
1-XXX-976
#
(blank)
"#" means end
of dialing. ARS
ignores digits
dialed after
976. User gets
intercept
treatment.
International
calls to an
attendant
9-011-91-6725
30
011-91
222-0111#
222-0111
Call routes to
local server
(RNX 222),
then to
attendant
(222-0111).
1 of 2
Administering Avaya Aura™ Communication Manager
May 2009
251
Chapter 8: Routing Outgoing Calls
Table 5: ARS digit conversion examples (continued)
Operation
Actual Digits
Dialed
Matching
Pattern
Replacement
String
Modified
Address
Notes
International
call to
announcement
(This method
can also be
used to block
unauthorized
IDDD calls)
9-011-91-6725
30
011-91
222-1234#
222.1234-
Call routes to
local server
(RNX 222),
then to
announcement
extension
(222-1234).
International
call from
certain
European
countries
needing dial
tone detection
0-00-XXXXXX
XX
00
+00+
00+XXXX
The first 0
denotes ARS,
the second pair
of 0s denotes
an international
call, the pluses
denote "wait"
for dial tone
detection.
2 of 2
Defining operator assisted calls
Here is an example of how Communication Manager routes an ARS call that begins with 0 and
requires operator assistance. The user dials 9 to access ARS, then a 0, then the rest of the
number.
To see how Communication Manager handles a call to an operator:
1. Type display ars analysis 0. Press Enter.
The system displays the ARS Digit Analysis Table screen starting with 0. The table shows
the translations for calls that begin with 0.
Instructions
We will use the ARS digit analysis table shown above and follow the routing for an operator
assisted a call to NJ.
●
A user dials 9 0 908 956 1234.
●
Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit
Analysis Table for 0, and analyzes the number. Then it:
- determines that more than 1 digit was dialed
252
Administering Avaya Aura™ Communication Manager
May 2009
Understanding ARS Analysis
- rules out the plan for 00, 01, and 011
- determines that 11 digits were dialed
●
Communication Manager routes the call to route pattern 1 as an operator assisted call.
Defining Inter-exchange carrier calls
Here is an example of how Communication Manager routes an ARS call to an inter-exchange
(long-distance) carrier (IXC). IXC numbers directly access your long-distance carrier lines.
IXC numbers begin with 1010, followed by three digits, plus the number as it is normally dialed
including 0, 00, or 1+ 10 digits. These numbers are set up on your default translations.
Remember, the user dials 9 to access ARS, then the rest of the number.
Instructions
To see how Communication Manager handles a call to an IXC:
1. Type display ars analysis 1. Press Enter.
The system displays the ARS Digit Analysis Table screen starting with 1.
When you use x in the Dialed String field, Communication Manager recognizes x as a wildcard.
The x represents any digit, 0 - 9. If I dial 1010, the next 3 digits will always match the x wild
cards in the dialed string.
Use the ARS digit analysis table shown above and follow the routing for an IXC call to AT&T.
1010288 is the carrier access code for AT&T.
●
A user dials 9 1010288 plus a public network number.
●
Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit
Analysis Table for 1010, and analyzes the number.
●
Then it matches 288 with xxx and sends the call over route pattern 5.
Restricted area codes and prefixes
Certain area code numbers are set aside in the North American Numbering Plan. These
numbers are 200, 300, 400, 500, 600, 700, 800, 877, 888, 900. You need to specifically deny
calls made to area codes 200 through 900 (except 800 and 888).
You can also deny access to the 976 prefix, which is set aside in each area code for pay-per call
services, if you do not want to incur charges. You can block 976 or any other prefix in all NPAs
with a single entry in the digit analysis table. See Using wild cards on page 254 for more
information.
Administering Avaya Aura™ Communication Manager
May 2009
253
Chapter 8: Routing Outgoing Calls
Instructions
Set the 200 area code apart from other area codes 201 through 209. We use the digit analysis
table 120 because it defines long distance calls that begin with 1 and all area codes from 200
through 209.
To deny long distance calls to the 200 area code:
1. Type change ars analysis 120. Press Enter.
The system displays the ARS Digit Analysis Table screen beginning with 120. The table
shows the translations for calls that begin with 120.
First, follow the routing for a long-distance call that begins with 120 and is allowed. The 120
translation handles all dial strings 1-201 through 1-209, and there are many matches.
●
A user dials 9 120 plus 8 digits (the first of the 8 digits is not 0).
●
Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit
Analysis Table for 120, and analyzes the number. It determines the call is long-distance
and sends the call over route pattern 4.
Now we will follow a call that begins with the restricted area code 200. Only one string matches
this translation.
●
A user dials 9 1200 plus 7 digits.
●
Communication Manager drops the ARS FAC (9), and looks at the ARS Digit Analysis
Table for 1200. It determines that the call type is deny, and the call does not go through.
Using wild cards
You can use wild cards to help separate out calls to certain numbers. Remember, when you use
the wild card x in the Dialed String field, Communication Manager recognizes x as any digit, 0 9. For example, you can restrict users from making calls to a 555 information operator where
you might incur charges.
Instructions
To prevent callers from placing calls to long-distance 555 information numbers:
1. Type change ars analysis 1. Press Enter.
The system displays the ARS Digit Analysis Table screen beginning with 1.
2. Use the arrow keys to move to a blank Dialed String field.
3. Enter 1xxx555 in the Dialed String field.
4. Enter 11 in the Total Min and 11 in Total Max fields.
5. Enter deny (denied) in the Route Pattern field.
254
Administering Avaya Aura™ Communication Manager
May 2009
Administering Call Type Digit Analysis
6. Enter fnhp in the Call Type field.
7. Press Enter to save your changes.
Defining local information calls
You can set up Communication Manager to allow calls to local information, or in this example,
411.
Instructions
To allow 411 service calls:
1. Type change ars analysis 4. Press Enter.
The system displays the ARS Digit Analysis Table screen beginning with 4.
2. Use the arrow keys to move to a blank Dialed String field.
3. Enter 411 in the Dialed String field.
4. Enter 3 in the Total Min and 3 in Total Max fields.
5. Enter 1 in the Route Pattern field.
6. Enter svcl (service call) in the Call Type field.
7. Press Enter to save your changes.
Administering Call Type Digit Analysis
There must be at least one entry in the Call Type Digit Analysis Table for Call Type Digit
Analysis to take place.
1. Enter change calltype analysis.
The system displays the Call Type Digit Analysis Table screen.
2. In the Match field, enter the digits the system uses to match to the dialed string.
The dialed string contains the digits that Communication Manager analyzes to determine
how to process the call. For example, enter 303 to match any dialed number beginning
with 303.
3. In the length: Min Max fields, enter the minimum and maximum number of dialed digits for
the system to match.
Administering Avaya Aura™ Communication Manager
May 2009
255
Chapter 8: Routing Outgoing Calls
4. Enter up to four digit manipulations for this Match string.
Enter the number of digits to delete, the number of digits to insert, and the call type against
which to test the modified digit string.
Call Type Digit Analysis example
In our example, this is the administered Call Type Digit Analysis Table.
display calltype analysis
Page 1 of x
CALL TYPE DIGIT ANALYSIS TABLE
Location:
all
Dialed String
Delete Insert
Type
Delete Insert
Type
Match: 303________________ 1: 0
__________ ars 2: 0__
1___________ ars
length: Min 10 Max 10
__ 3: 3
__________ ext 4: 0
011_________ ars
In our example, Communication Manager analyzes 3035554927 for routing.
1. Communication Manager deletes 0 digits, inserts nothing, and searches the resulting
3035554927 against the ARS tables.
2. If there are no matching entries, Communication Manager deletes 0 digits, inserts the digit
1, and searches the resulting 13035554927 against the ARS tables.
3. If there are no matching entries, Communication Manager deletes 3 digits, inserts nothing,
and searches the resulting 5554927 against numbers of ext type in the dial plan.
4. If there are no matching entries, Communication Manager deletes 0 digits, inserts 011,
and searches the resulting 0113035554927 against the ARS tables.
Setting up Multiple Locations
You can define a location number for:
●
Remote Offices
●
Media gateways
●
IP network regions, used by IP stations and IP trunks
●
Extension to Cellular endpoint
You can create numbering plans and time zone and daylight savings plans that are specific for
each location. Choose your main location, and offset the local time for each location relative to
the system clock time. The main location is typically set to have offset 0. For more information
about the location number, refer to Prepending the location prefix to dialed numbers on
page 45.
256
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Multiple Locations
Before you start
Ensure that the Multiple Locations field on the System Parameters Customer-Options
(Optional Features) screen is set to y. If this field is set to n, contact your Avaya representative
for more information. If you are setting up locations across international borders, you must
ensure that the Multinational Locations field on the System Parameters Customer-Options
(Optional Features) screen is also set to y.
Be sure your daylight savings rules are administered. Daylight Savings Rule numbers are
located on the Daylight Savings Rules screen.
Each cabinet in a server or switch and each port network in the cabinet must be assigned a
location number. See the add-cabinet and change-cabinet commands in Maintenance
Commands for Avaya Aura™ Communication Manager, Media Gateways and Servers,
03-300431.
For information about the screens referred in this topic, see Avaya Aura™ Communication
Manager Screen Reference, 03-602878.
Instructions
For example, we will set up multiple locations for Communication Manager server with cabinets
in Chicago and New York. Location 1 is assigned to the cabinet in Chicago, our main office, so
Central Standard Time is used for our main location. Location 2 is assigned to the cabinet in
New York. We’ll define the numbering plan area (NPA) for the Chicago and New York locations,
and set the time zone offset for NY to show the difference in time between Eastern Standard
Time and Central Standard Time.
Tip:
Tip:
Type list cabinets to see the Cabinet screen and a list of cabinets and their
locations.
To define locations for cabinets in Chicago and New York:
1. Type change locations. Press Enter.
The system displays the Locations screen.
2. Type y in the ARS Prefix 1 required for 10-digit NANP calls field.
Our dial plan requires users to dial a 1 before all 10-digit (long distance) NANP calls.
3. Type Chicago in the Name field in the Number 1 row.
Use this field to identify the location.
4. Type +00:00 in the TimeZone Offset field in the Number 1 row.
In our example, the system time and the Chicago location time are the same.
Administering Avaya Aura™ Communication Manager
May 2009
257
Chapter 8: Routing Outgoing Calls
5. Type 1 in the Daylight Savings Rule field in the Number 1 row.
In our example, daylight savings rule 1 applies to U.S. daylight savings time.
Tip:
Tip:
Use the display daylight-savings-rules command to see what rules
have been administered on Communication Manager.
6. Type 312 in the Number Plan Area Code field in the Number 1 row.
In our example, 312 is the local area code for Chicago, location 1.
7. Type New York in the Name field in the Number 2 row.
8. Type -01:00 in the TimeZone Offset field in the Number 2 row.
In our example, subtract one hour from the system clock in Chicago to provide the correct
time for the location in New York.
9. Type 1 in the Daylight Savings Rule field in the Number 2 row.
In our example, daylight savings rule 1 applies to U.S. daylight savings time, and both
locations use the same rule.
10. Type 212 in the NANP field in the Number 2 row.
In our example, 212 is the local area code for New York, location 2.
11. Press Enter to save your changes.
Related topics
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for more information on the Multiple Locations feature.
See Setting the System Date and Time on page 34 for more information about how to set your
system clock and specify the daylight savings rule for the location.
See Establishing Daylight Savings Rules on page 26 for more information about how to specify
the dates and times of daylight savings rules.
Routing with Multiple Locations
When you set up multiple locations, you can define call routing that covers all locations as well
as call routing specific to each individual location. Use your routing tables to define local routing
for 911, service operators, local operator access, and all local calls for each location. Leave
long-distance and international numbers that apply across all locations on the routing tables
with Location field set to all.
258
Administering Avaya Aura™ Communication Manager
May 2009
Routing with Multiple Locations
Before you start
Be sure the Multiple Locations field on the System Parameters Customer-Options (Optional
Features) screen is set to y. If this field is set to n, contact your Avaya representative for more
information. For information about this screen, see Avaya Aura™ Communication Manager
Screen Reference, 03-602878.
AAR or ARS must be administered.
●
For AAR, verify that either the Private Networking field or the Uniform Dialing Plan field
is y on the System Parameters Customer-Options (Optional Features) screen.
●
For ARS, verify that the ARS field is y on the System-Parameters Customer-Options
(Optional Features) screen.
You can define a location number for:
●
Remote Offices
●
Media gateways
●
IP network regions, used by IP stations and IP trunks
Instructions
For example, we will use ARS to set up local call routing for two Communication Manager
server locations. Our Chicago server is assigned to location 1, and our New York server is
assigned to location 2.
Our example shows a simple local dialing plan. Each location already contains location-specific
routing tables. We’ll use route pattern 1 for local service calls and route pattern 2 for local HNPA
calls in the Chicago location.
Tip:
Create location-specific routing by assigning different route patterns for each
location.
Tip:
To define local calls for servers in Chicago and New York:
1. Type change ars analysis location 1. Press Enter.
The system displays the ARS Digit Analysis Table screen for location 1.
2. Type the information for local dialed strings and service calls in each row on the screen.
In our example, for location 1 (Chicago) local HNPA calls:
●
Type the appropriate digit in the Dialed String field.
●
Type 7 in the Total Min field.
●
Type 7 in the Total Max field.
Administering Avaya Aura™ Communication Manager
May 2009
259
Chapter 8: Routing Outgoing Calls
●
Type 2 in the Route Pattern field.
●
Type hnpa in the Call Type field.
In our example, for location 1 (Chicago) local service calls:
●
Type the appropriate digits in the Dialed String field.
●
Type 3 in the Total Min field.
●
Type 3 in the Total Max field.
●
Type 1 in the Route Pattern field.
●
Type svcl in the Call Type field.
3. Press Enter to save your changes.
4. Type change ars analysis 4 location 2. Press Enter.
The system displays the ARS Digit Analysis Table for location 2.
5. Type in the local HNPA and service call routing information for New York.
6. Press Enter to save your changes.
Related topics
See Automatic Routing in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for more information on ARS.
See AAR and ARS Digit Analysis Table, AAR and ARS Digit Conversion Table, and Toll
Analysis in Avaya Aura™ Communication Manager Screen Reference, 03-602878, for general
information on ARS administration. You can define location specific entries in addition to the
global entries on these screens.
See Multiple Locations in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205 for more information on the Multiple Locations feature.
Modifying Call Routing
If your system uses ARS Digit Analysis to analyze dialed strings and select the best route for a
call, you must change the digit analysis table to modify call routing. For example, you’ll need to
update this table to add new area codes or to restrict users from calling specific areas or
countries.
260
Administering Avaya Aura™ Communication Manager
May 2009
Modifying Call Routing
Adding a new area code or prefix
A common task for system administrators is to configure their system to recognize new area
codes or prefixes.
When you want to add a new area code or prefix, you look up the settings for the old area code
or prefix and enter the same information for the new one.
Tip:
Tip:
Use display toll xxx, where xxx is the prefix you want to add, to see if the
new area code or prefix number is set up as a toll call (y) or not. Some users
might not be allowed to dial toll call numbers.
Instructions
We will add a new area code. When the California area code, 415, splits and portions change to
650, you will need to add this new area code to your system.
Tip:
Tip:
If you do not need to use 1 for area code calls, omit the 1 in steps 1, 3, and 5 in
our example. Also, enter 10 in the Total Min and Total Max fields (instead of 11)
in step 6.
To add this non-local area code:
1. Type list ars route-chosen 14152223333. Press Enter.
You can use any 7-digit number after 1 and the old area code (415). We used 222-3333.
The ARS Route Chosen Report screen appears.
Figure 25: ARS Route Chosen Report screen
list ars route-chosen 14152223333
ARS ROUTE CHOSEN REPORT
Location: 1
Dialed
String
141
Partitioned Group Number:
Total
Min Max
11
11
Route
Pattern
30
Administering Avaya Aura™ Communication Manager
Call
Type
fnpa
Node
Number
1
Location
all
May 2009
261
Chapter 8: Routing Outgoing Calls
2. Write down the Total Min, Total Max, Route Pattern, and Call Type values from this
screen.
In this example, the Total Min is 11, Total Max is 11, Route Pattern is 30, and the Call
Type is fnpa.
3. Type change ars analysis 1650. Press Enter.
The system displays the ARS Digit Analysis Table screen.
4. Move to a blank Dialed String field.
If the dialed string is already defined in your system, the cursor appears in the appropriate
Dialed String field, where you can make changes.
5. Enter 1650 in the Dialed String field.
6. Enter the minimum and maximum values from step 2 in the Total Mn and Total Mx fields.
In our example, enter 11 in each field.
7. Enter the route pattern from step 2 in the Route Pattern field.
In our example, enter 30.
8. Enter fnpa in the Call Type field.
9. Enter the node number from step 2 in the Node Num field.
For our example, leave the node number blank.
10. Press ENTER to save your changes.
To add a new prefix, follow the same directions, except use a shorter dial string (such as list
ars route-chosen 2223333, where 222 is the old prefix) and a dial type of hnpa.
Tip:
Tip:
If you change an existing area code for a network with multiple locations, be sure
to change the Number Plan Area Code field on the Locations screen. See
Setting up Multiple Locations on page 256.
Using ARS to restrict outgoing calls
ARS allows you to block outgoing calls to specific dialed strings. For example, you can restrict
users from making international calls to countries where you do not do business, or in the U.S.
you can restrict access to 900 and 976 pay-per-call numbers.
262
Administering Avaya Aura™ Communication Manager
May 2009
Overriding Call Restrictions
!
SECURITY ALERT:
SECURITY ALERT:
To prevent toll fraud, deny calls to countries where you do not do business. The
following countries are currently concerns for fraudulent calling.
country
code
country
code
Colombia
57
Pakistan
92
Ivory Coast
225
Peru
51
Mali
23
Senegal
221
Nigeria
234
Yemen
967
Instructions
To prevent callers from placing calls to Colombia (57):
1. Type change ars analysis 01157. Press Enter.
Enter 011 (international access) and the country code (57). The system displays the ARS
Digit Analysis Table screen.
2. Move to a blank Dialed String field.
If the dialed string is already defined in your system, the cursor appears in the appropriate
Dialed String field. Skip to Step 5 to deny calls to this dialed string.
3. Enter 01157 in the Dialed String field.
4. Enter 10 in the Total Min and 23 in Total Max fields.
5. Enter deny (denied) in the Route Pattern field.
6. Enter intl in the Call Type field.
7. Press Enter to save your changes.
Overriding Call Restrictions
You can use authorization codes to enable callers to override a station’s calling privileges. For
example, you can give a supervisor an authorization code so they can make calls from a
telephone that is usually restricted for these calls. Since each authorization code has its own
COR, the system uses the COR assigned to the authorization code (and FRL assigned to the
COR) to override the privileges associated with the employee’s telephone.
Administering Avaya Aura™ Communication Manager
May 2009
263
Chapter 8: Routing Outgoing Calls
Note that authorization codes do not override dialed strings that are denied. For example, if your
ARS tables restrict users from placing calls to Colombia, a caller cannot override the restriction
with an authorization code.
Before you start
Verify that the Authorization Codes field on the System Parameters Customer-Options
(Optional Features) screen is set to y.
!
SECURITY ALERT:
SECURITY ALERT:
You should make authorization codes as long as possible to increase the level of
security. You can set the length of authorization codes on the Feature-Related
System Parameters screen.
Instructions
We will create an authorization code 4395721with a COR of 2.
1. Type change authorization-code 4395721. Press Enter.
The system displays the Authorization Code - COR Mapping screen.
2. In the AC field, type 4395721.
3. In the COR field, enter 2.
4. Press Enter to save your changes.
Defining ARS Partitions
Most companies want all their users to be able to make the same calls and follow the same
route patterns. However, you might find it helpful to provide special calling permissions or
restrictions to a group of users or to particular telephones.
ARS partitioning allows you to provide different call routing for a group of users or for specific
telephones.
264
Administering Avaya Aura™ Communication Manager
May 2009
Defining ARS Partitions
Note:
If you used partitioning on a prior release of Communication Manager and you
want to continue to use partitioning, please read this section carefully. In this
release of Communication Manager, partition groups are defined on the Partition
Route Table. If you want to define routing based on partition groups, use the
Partition Route Table. Partition groups are no longer defined on the Digit Analysis
Table.
Note:
Before you start
●
Ensure that the Tenant Partitioning field on the System Parameters Customer-Options
(Optional Features) screen is y.
●
Ensure that the Time of Day Routing field on the System Parameters Customer-Options
(Optional Features) screen is n.
Setting up partition groups
Let us say you allow your employees to make local, long distance, and emergency calls.
However, you have a lobby telephone for visitors and you want to allow users to make only
local, toll-free, and emergency calls from this telephone.
To restrict the lobby telephone, you modify the routing for a partition group to enable only
specific calls, such as U.S. based toll-free 1-800 calls, and then assign this partition group to the
lobby telephone.
Instructions
To enable 1-800 calls for partition group 2:
1. Type list ars route-chosen 18002221000. Press Enter.
You can use any 7-digit number following the 1800 to create an example of the dialed
string.
The system displays the ARS Route Chosen Report screen for partition group 1.
2. Record the route pattern for the selected dialed string.
In our example, the route pattern for 1800 is p1. This indicates that the system uses the
Partition Routing Table to determine which route pattern to use for each partition.
Administering Avaya Aura™ Communication Manager
May 2009
265
Chapter 8: Routing Outgoing Calls
Note:
Note:
If there was a number (with no p) under Route Pattern on the Route Chosen
Report, then all partitions use the same route pattern. You need to use the
Partition Routing Table only if you want to use different route patterns for different
partition groups.
3. Press Cancel to return to the command prompt.
4. Type change partition-route-table index 1. Press Enter.
The system displays the Partition Routing Table screen. In our example, partition group 1
can make 1800 calls and these calls use route pattern 30.
5. In the PGN2 column that corresponds to Route Index 1, type 30. Press Enter.
This tells the system to use route pattern 30 for partition group 2 and allow partition group
2 members to make calls to 1800 numbers.
Assigning a telephone to a partition group
To assign an extension to a partition group, first assign the partition group to a COR, and then
assign that COR to the extension.
Instructions
To assign a Class of Restriction (COR) to partition group 2:
1. Type list cor. Press Enter.
The system displays the Class of Restriction Information screen.
Figure 26: Class of Restriction Information screen
list cor
page 1 of x
CLASS OF RESTRICTION INFORMATION
COR
0
0
2
3
COR Description
supervisor
telecommuting
2. Choose a COR that has not been used. Press Cancel.
In our example, select 3.
3. Type change cor 3. Press Enter.
The system displays the Class of Restriction screen.
266
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Time of Day Routing
4. Type a name for this COR in the COR Description field.
In our example, type lobby.
5. Enter 2 in the Partitioned Group Number field.
6. Press Enter to save your changes.
Now assign COR 3 to the lobby telephone at extension 1234:
1. Type change station 1234. Press Enter.
The system displays the Station screen.
2. In the COR field, enter 3.
3. Press Enter to save your changes.
Setting up Time of Day Routing
Time of Day Routing lets you redirect calls to coverage paths according to the time of day and
day of the week. You need to define the coverage paths you want to use before you define the
time of day coverage plan.
You can route calls based on the least expensive route according to the time of day and day of
the week the call is made. You can also deny outgoing long-distance calls after business hours
to help prevent toll fraud. Time of Day Routing applies to all AAR or ARS outgoing calls and
trunks used for call forwarding to external numbers.
Before you start
AAR or ARS must be administered on Communication Manager before you use Time of Day
Routing.
●
For AAR, verify that either the Private Networking field or the Uniform Dialing Plan field
is y on the System Parameters Customer-Options (Optional Features) screen.
●
For ARS, verify that the ARS field is y and the Time of Day Routing field is y on the
System Parameters Customer-Options (Optional Features) screen.
Instructions
As an example, we will allow our executives to make long distance calls during business hours.
Let us look at the Time of Day Routing Plan before we make any changes.
Administering Avaya Aura™ Communication Manager
May 2009
267
Chapter 8: Routing Outgoing Calls
To display your Time of Day Routing Plan:
1. Type display time-of-day 1. Press Enter.
The system displays the Time of Day Routing Plan screen.
Make a note of the routing plan that is currently in effect. In our example, this plan is for
employees who can only make local calls.
You can see that in our example, two partition group numbers control time of day routing.
PGN 1 begins one minute after midnight (00:01) every day of the week, and is used for
after-business hours and all day Saturday and Sunday. PGN 2 is assigned to office hours
Monday through Friday, not including noon (12:00) to 1:00 p.m. (13:00).
2. Press Cancel to clear the screen.
Now we will create a new time of day routing plan for long-distance calls for our executives.
1. Type change time-of-day 2. Press Enter.
The system displays the Time of Day Routing Plan 2 screen.
2. Type 1 in each field as shown on Time of Day Routing Plan 1.
In our example, this is the PGN used for after hours and the lunch hour.
3. Type 3 in all other fields.
In our example, PGN 3 uses the route pattern for long-distance calls during business
hours. We can save money by using the trunk lines provided by our new long-distance
carrier.
4. Press Enter to save your changes.
Now assign your new Time of Day Routing Plan 2 to the COR assigned to your executives. See
Class of Restriction in Avaya Aura™ Communication Manager Screen Reference, 03-602878,
to see where to assign this field.
Example
For this example, assume the following:
●
Jim is the user at extension 1234.
●
Extension 1234 is assigned a COR of 2.
●
COR 2 is assigned a Time of Day Plan Number of 1.
●
The Time of Day Routing Plan 1 is administered as shown in the example above.
When Jim comes into work on Monday morning at 8:30 and makes an ARS call (dials the ARS
access code followed by the number of the person he is calling), the system checks the Time of
Day Plan Number assigned to Jim’s COR.
Because Jim has a COR of 2 with Time of Day Plan Number 1, the system uses Time of Day
Routing Plan 1 to route the call.
268
Administering Avaya Aura™ Communication Manager
May 2009
Location by Region
According to Time of Day Routing Plan 1, calls made between 8:00 a.m. and 11:59 a.m. route
according to the route pattern set up on PGN 1.
If Jim makes a call between 12:00 p.m. and 1:00 p.m. on Monday, the Time of Day Routing Plan
1 is used again. However, this time the call is routed according to PGN 2.
Related topics
See Route Pattern screens in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for more information.
See Defining ARS Partitions on page 264 to see how to set up partition groups.
Location by Region
Location by Region provides a way to administer location by IP network region. This allows for
the correct date and time information and trunk routing based on the IP network region.
Setting up a remote user by network region and time zone
Instructions
With your system located in New York and a remote user located in Germany, to create the
correct time zone settings:
1. Type change locations. Press Enter.
The system displays the Locations screen.
2. On line 11, in the Name field, enter the Communication Manager server associated with
the location (for instance, Germany).
3. In the first Timezone Offset field, enter + to indicate the time is ahead of the system time.
4. In the second Timezone Offset field, enter 08 for the number of hours difference between
this location and system time.
5. In the Daylight Savings field, enter 1 if this country has daylight savings.
6. Press Enter to save your changes.
7. Type change ip-network-map. Press Enter.
The system displays the IP Address Mapping screen.
Administering Avaya Aura™ Communication Manager
May 2009
269
Chapter 8: Routing Outgoing Calls
8. In the From IP Address field, enter the IP address for the remote station in Germany.
9. In the To IP Address field, enter the IP address of your system.
10. In the Subnet or Mask field, enter the subnet mask value of your network.
11. In the Region field, enter a number that is not being used. In this example, enter 3.
12. Press Enter to save your changes.
13. Type change ip-network-region 3. Press Enter.
The system displays the IP Network Region screen.
14. In the Name field, enter the location name for familiarity.
15. In the Location field, enter the number from the Locations screen. In this example, it was
11.
16. Press Next Page until you get to the Inter Network Region Connection Management
screen.
17. Notice in the src rgn column that a 3 displays, and under dst rgn a 1, indicating that
Network Region 3 (Germany) is connected to Network Region 1 (New York) using Codec
Set 1.
18. Press Enter to save your changes.
Related Topics
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for more information on the Multiple Locations feature.
270
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 9: Managing Multimedia Calling
Multimedia Applications Server Interface
The Multimedia Applications Server Interface (MASI) defines a protocol and a set of operations
that are used to extend Communication Manager feature functionality to a Multimedia
Communications Exchange (MMCX) system. MASI architecture fits the client/server model,
where Communication Manager functions as a server for MMCX clients. Examples of features
supported by MASI include call detail recording (CDR), CM Messaging voice mail integration,
and Automatic Alternate Routing (AAR)/Automatic Route Selection (ARS).
MMCX can make use of both MASI features and MMCX autonomous features. Autonomous
features are those that MMCX provides, even if MASI is not enabled. This document does not
discuss them unless there is a consideration for MASI administration.
Some autonomous MMCX features:
●
Basic Call (Place/Drop)
●
Call Coverage
●
Conference
●
Transfer
Communication Manager/MASI features:
●
Basic Call (Place/Drop) - Communication Manager tracks the status of all calls placed to or
from a MASI terminal.
●
Call Detail Recording - Communication Manager tracks calls to and from MASI terminals
and can produce call records that indicate if a call uses MASI.
●
Call Coverage - Communication Manager tracks MMCX calls that are sent to coverage. A
Communication Manager coverage path can contain both MASI terminals and
Communication Manager stations.
●
Conference - Communication Manager tracks conference calls that involve MASI
terminals, if a Communication Manager station originates the conference. Conferences
that involve MASI terminals and Communication Manager stations are voice-only. If the
Communication Manager station originates the call, the caller can use the consultative
form of conference or transfer.
●
World Class Routing (AAR or ARS) - Calls from MASI terminals can take advantage of
Communication Manager World Class Routing capabilities.
●
Voice messaging access to CM Messaging - MMCX users can take advantage of voice
messaging, and receive message waiting indication.
Administering Avaya Aura™ Communication Manager
May 2009
271
Chapter 9: Managing Multimedia Calling
●
MMCX trunking - By assigning trunk access codes to interfaces from the MMCX to other
MMCXs or the PSTN, Communication Manager can monitor traffic over those interfaces.
Before you start
!
CAUTION:
CAUTION:
Communication Manager offers a wide range of features, and MMCX users might
want to take advantage of this. In some cases, these features will operate as
expected. However, some features are not supported for use over the MASI link,
and their behavior is unpredictable. You might cause harm to your system by
attempting to use these features. The Interactions section contains a list of
features, and lists those features that are absolutely not supported for use with
MASI. If you administer features on the DO NOT ADMINISTER list, Avaya cannot
be responsible for the result.
For purposes of administration, there are feature buttons and groups of users that you must not
administer with MASI terminal extensions. There are also features that you simply cannot
administer for a MASI terminal, because the software does not allow it.
About this section
The following section describes the Multimedia Applications Server Interface (MASI), and
provides instructions on how to set it up, including administration and monitoring. It also
includes a section on troubleshooting.
You need to use both the DEFINITY Server system administration terminal (SAT) and the
MMCX administration terminal to administer MASI. This document describes what you need to
do at the DEFINITY Server SAT. It also occasionally mentions administration that you must do
at the MMCX administration terminal. For more detailed MMCX information, see your MMCX
documentation.
List of terms
This is a list of terms that are specific to MASI, or that have meanings in the context of MASI
that are not standard.
272
●
chgmasi - The command you use to administer MASI at the MMCX administration
terminal.
●
Interserver - Connections between MMCX terminals on different MMCX servers/nodes.
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
MASI domain - A MASI domain consists of Communication Manager and one or more
MASI nodes that share the same dial plan. That is, the extension numbers on the MMCX
are known to Communication Manager, and fit in the Communication Manager dial plan.
●
MASI interworking - MASI interworking refers to the completion of a voice connection
within Communication Manager, involving at least one MASI terminal and a MASI path.
●
MASI link - The connection between the MMCX and Communication Manager.
●
MASI node - A single MMCX server. You can connect more than one MASI node to a
Communication Manager. Each node has a separate number. This node number needs to
be consistent whenever referring to a specific MMCX server.
●
MASI non-interworking - MASI non-interworking refers to the completion of a call by
MMCX, not involving a MASI path.
●
MASI path - The Integrated Services Digital Network (ISDN) B-channels between MMCX
and Communication Manager in a MASI environment. Paths are used for voice and data
connections between Communication Manager and MMCX.
●
MASI signaling link - ISDN D-channel used to transport a new ISO protocol called the
MASI protocol between Communication Manager and the MMCX.
●
MASI terminal - The representation in Communication Manager of MMCX terminals in a
MASI environment.
●
MMCX interface - PRI interface for connecting an MMCX server to other public, private or
wide area network (WAN) switching systems or equipment that is part of the public
network. Similar to a Communication Manager trunk group. These can include non-MASI
trunks connecting Communication Manager and the MMCX.
●
MMCX trunk - The representation in Communication Manager of trunk or network facilities
terminating on MMCX. For purposes of MASI, they are called "interfaces."
Planning for MASI
Before you start to administer MASI, you should make a plan for how to do it. Among the
configurations on the following pages, there is probably one that matches the configuration of
your system fairly closely. You might want to either write on these pages, or draw up your own
configuration. It might help you if you have already determined trunk group and signaling group
numbers, unused extensions, and so on. The following are things you need to consider:
●
Establish the dial plan on the MMCX to agree with that of Communication Manager. If you
use Universal Dial Plan and MMCX, you might need to make adjustments for the MMCX
dial plan.
●
Find unused extensions and trunk group numbers. You need:
- one trunk group number for each ISDN-PRI connection to the MMCX.
- one signaling group number for each MASI node and an unused Communication
Manager extension for the signaling group.
Administering Avaya Aura™ Communication Manager
May 2009
273
Chapter 9: Managing Multimedia Calling
- one unused Communication Manager extension for the Near-End Path Termination
number for all MASI Paths to this ECS. You can use the same number for all MASI
nodes in the domain.
- two unused MMCX extensions for the nearpath and tscnum arguments to the
chgmasi command. This is the command you use to administer MASI on the MMCX.
MASI configurations
There are several ways to set up combinations of MASI nodes and DEFINITY servers.The
following figures depict several possible configurations.
Figure 27: MASI domain of Communication Manager running on one DEFINITY Server and
one MMCX
PSTN
PSTN
Trunk 1
DEFINITY
1
AUDIX
WAN
1
Trunk 2
2
MMCX
1
SG1
DEFINITY
S1
LAN
E1
E2
cydfdda1 LJK 071597
The parts of this drawing, for MASI, are as follows:
274
●
Trunk 1 — This is any type of trunk connection to the public network.
●
Trunk 2 — This is the link between the Communication Manager solution and the MMCX,
and requires a TN464C or later DS1 circuit pack. You administer this link as an ISDN-PRI
trunk group, a MASI path and an NCA-TSC.
●
I1 and I2 — These are MMCX interfaces to destinations other than Communication
Manager. Administer as MASI trunks.
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
E1 and E2 — Endpoints (terminals) belonging to the MMCX. Administer as MASI
terminals.
●
MMCX — Determine a node number for each MMCX server. This can be any number from
1 to 15. Once the node number is established, Communication Manager informs the
MMCX of its node number.
●
S1 — Communication Manager station.
Figure 28: MASI domain of Communication Manager running on one DEFINITY Server and
two (or more) MMCXs
E3
E4
LAN
PSTN
MMCX
2
Trunk 1
Trunk 3
SG2
DEFINITY
1
AUDIX
3
4
PSTN
DEFINITY
WAN
1
2
Trunk 2
S1
SG1
MMCX
1
LAN
E1
Administering Avaya Aura™ Communication Manager
E2
cydfdda2 LJK 071597
May 2009
275
Chapter 9: Managing Multimedia Calling
Figure 29: Two separate MASI domains
E3
E4
LAN
DEFINITY
2
AUDIX
DEFINITY
Trunk 3
MMCX
2
SG2
S2
3
Trunk 4
PSTN
PSTN
Trunk 1
DEFINITY
1
AUDIX
4
WAN
1
Trunk 2
2
MMCX
1
SG1
DEFINITY
S1
LAN
E1
276
E2
Administering Avaya Aura™ Communication Manager
cydfdda3 LJK 071897
May 2009
Multimedia Applications Server Interface
Figure 30: One MASI domain, and one non-MASI MMCX
E3
E4
LAN
MMCX
2
3
PSTN
PSTN
Trunk 1
DEFINITY
1
INTUITY
4
WAN
1
Trunk 2
2
MMCX
1
SG1
DEFINITY
S1
LAN
E1
E2
cydfdda4 LJK 071897
The MASI node must be directly connected to the Avaya DEFINITY Server for MASI features to
work. In this configuration, terminals that belong to MMCX 2 (E3 and E4) do not take advantage
of MASI capabilities.
Administering Avaya Aura™ Communication Manager
May 2009
277
Chapter 9: Managing Multimedia Calling
How to administer MASI
This section discusses the administration required to make MASI work. You perform most of
this administration from the DEFINITY Server administration terminal. However, there are a few
things you must do at the MMCX administration terminal. This section sometimes refers to the
chgmasi command. This is the command you use to administer MASI parameters on the
MMCX. For more information about using the chgmasi command, see your MMCX
documentation.
Step 1 — Establishing customer options (Avaya)
An Avaya technical support representative must activate MASI using the System-Parameters
Customer-Options (Optional Features) screen. The technical support representative should
also verify that ISDN-PRI over PACCON (for DEFINITY Server CSI configurations), and AAR/
ARS are enabled.
On the MMCX, MASI must be enabled using the chgmasi command.
Step 2 — Establishing maintenance parameters and alarming options
(Avaya)
Ensure that on the Maintenance-Related System Parameters screen, the Packet Bus
Activated field is y.
Using the set options command (Avaya init or inads logins only), set MASI alarming
options. For more information, see Maintenance Procedures for Avaya Aura™ Communication
Manager, Media Gateways and Servers, 03-300432.
Step 3 — Establishing the physical connection
Establish the physical connection between the Avaya DEFINITY Server and the MMCX.
Step 4 — Administering circuit pack
Using the DS1 Circuit Pack screen, verify that the DS1 circuit pack you use to establish the
MASI link is administered as follows:
278
●
Bit Rate = 1.544
●
Line Coding = b8zs
●
Line Compensation = 1
●
Signaling Mode = isdn-pri
●
Interface = network
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
Country Protocol = 1
●
Protocol Version = a
Step 5 — Administering a signaling group
For each MASI node, you need to establish a unique signaling group. Use the command add
signaling-group xxx to access the Signaling Group screen.
For each link, establish a Non-Call Associated Temporary Signaling Connection (NCA-TSC)
with the following attributes:
●
Associated Signaling - MASI requires Facility Associated Signaling, so this field must be
set to y.
●
Primary D-channel - Enter a 6- to 7-character port number associated with the DS1
Interface circuit pack port. The port address of the PRI that carries D-channel signaling.
The port number is used to assign the primary D-channel in the Signaling Group. For
24-channel facilities, the 24th port is assigned as the D-channel. For 32-channel facilities,
the 16th port is assigned as the D-channel.
●
Max Number of NCA TSC - For MASI, this must be 1.
●
Max number of CA TSC - Leave the default of 0.
●
Trunk Group For NCA TSC - This can be left blank.
●
Trunk Group for Channel Selection - This can be left blank.
●
Supplemental Service Protocol - Values are a (AT&T) and b (Qsig).
●
Network Call Transfer? - Values are y (yes) and n (no).
●
Service/Feature - Leave blank.
●
As-needed Inactivity Time-out (min) - This field only applies to as-needed NCA-TSCs.
Since MASI requires a permanent connection, leave blank.
●
TSC Index - This display-only field specifies the administered NCA-TSCs assigned.
●
Local Ext - Enter a valid, unassigned Communication Manager extension. This extension
does not need a port assignment and does not need to correspond to any other
administration.
●
Enabled - Enter y to enable the administered NCA-TSC. You might want to wait to enable
this link until all other administration is in place. If this is y, Communication Manager
attempts to establish the connection as soon as you submit the screen. This might cause
your system to alarm, if other administration is not finished.
●
Establish - Used to indicate the strategy for establishing this administered NCA-TSC.
Enter permanent for MASI.
●
Dest. Digits - A valid MMCX extension. This must correspond to the value of the tscnum
argument to the chgmasi command.
Administering Avaya Aura™ Communication Manager
May 2009
279
Chapter 9: Managing Multimedia Calling
Note:
These digits are sent as entered to the destination MMCX; no routing or other
digit manipulation is performed.
Note:
●
Appl. - Specifies the application this administered NCA-TSC is going to be used for. Enter
masi.
●
Machine ID - Used to indicate the MASI node to which this administered NCA-TSC is
connected. This number should be the same as the MASI node number found on other
screens.
Listing or determining status of TSCs
To determine which TSCs are designated for MASI, use the list masi tsc command.
Figure 31: MASI Temporary Signaling Connections (TSC) Display
MASI TEMPORARY SIGNALING CONNECTIONS (TSC)
Sig.
Grp
Primary
D-Chan
TSC
Index
Local
Ext.
Enabled
xxx
xxx
xxx
xxxxxxx
xxxxxxx
xxxxxxx
xxx
xxx
xxx
xxxxx
xxxxx
xxxxx
x
x
x
Established
Dest. Digits
Mach.
ID
xxxxxxxx
xxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xxxxxxxxxxxxxxx
xx
xx
xx
This command displays the following:
●
Sig Grp — The number of the signaling group to which this TSC belongs
●
Primary D-Channel — Port location of the Primary D-channel
●
TSC Index — The number of the MASI TSC within the signaling group
●
Local Ext. — Communication Manager extension associated with the TSC
●
Enabled — Indicates the state of the connection - enabled (y/n)
●
Established — Value of established flag (as-needed/permanent)
●
Dest. Digits — The MMCX extension that indicates the TSC destination
●
Mach. ID — MASI node number
Once you establish and enable the signaling group, you need to verify that it is active. Use the
command status signaling-group signaling-group# or status
tsc-administered signaling-group# [/tsc-index] [print] to determine if the
link is active.
280
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
Step 6 — Administer ISDN-PRI trunk group
Use the command add trunk-group xxx to access the Trunk Group screen. For a more
detailed description of the ISDN-PRI trunk group, see Trunk Group in Avaya Aura™
Communication Manager Screen Reference, 03-602878.
Establish an ISDN-PRI trunk group with the following attributes:
Page 1
●
Group Type = isdn-pri
●
TAC = valid TAC that conforms to your existing dial plan
●
Direction = two-way
●
Service Type = tie
●
CDR Reports = n
You must also administer the PRI link from the MMCX to the ECS, using the MMCX
administration terminal. See your MMCX documentation for information on the addpri
command.
Step 7 — Administer MASI Path Parameters
Use the change masi path-parameters command to access the MASI Path Parameters
screen.
Administering Avaya Aura™ Communication Manager
May 2009
281
Chapter 9: Managing Multimedia Calling
Figure 32: MASI Path Parameters screen
MASI PATH PARAMETERS
Near-End Path Extension: _____
MASI Node
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Trunk Group
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
Far-End Path Termination Number
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
__________________
Establish a MASI Path with the following attributes:
●
Near-End Path Extension — An unassigned Communication Manager extension. When
using the chgmasi command to administer the MMCX, this is the farpath extension. See
your MMCX documentation for more information.
●
MASI Node — The node number for the MMCX. For each MMCX/MASI node, this number
must be the same everywhere it occurs (Signaling Group, MASI Trunk Group, and MASI
Terminal screens).
●
Trunk Group — This is the trunk group number in Communication Manager for the
ISDN-PRI trunk that will be used to establish call paths.
●
Far-End Path Termination Number — This is an unassigned MMCX extension. When
using the chgmasi command to administer the MMCX, this is the nearpath extension. See
your MMCX documentation for more information.
Step 8 — Administer MASI trunk groups
Use the MASI Trunk Group screen to define MMCX interfaces that interconnect MASI nodes, or
that connect MMCX nodes to another private switch or central office. Examples of MMCX
interfaces include:
282
●
PRI trunks linking MMCX servers
●
PRI trunks linking MMCX to the PSTN
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
PRI trunks from MMCX to Communication Manager that are used for purposes other than
MASI
●
LAN interfaces linking MMCX servers
Use the command add masi trunk-group xxx (or ‘next’) to access the MASI Trunk
Group screen. The trunk group number must not be assigned, and you cannot exceed the
maximum total trunks for your system. Valid values for xxx are unused trunk group numbers in
Communication Manager between 1 to 96 for DEFINITY Server CSI configurations.
Figure 33: MASI Trunk Group screen
MASI TRUNK GROUP
Group Number: 15
Group Name: INCOMING CALL______________ COR: 1_
MASI Node Number: __
CDR Reports? y
TN: 1
TAC: 915_
Remote Group Number: _
●
Group Number - This field displays the MASI trunk group number. This is the number
assigned when executing the add masi trunk-group command.
●
CDR Reports - Valid entries are y, n, and r. Default is y.
- If you enter y, Call Detail Recording (CDR) records will be generated by completed
outgoing calls terminated on this trunk group. If incoming calls are being recorded (the
Record Outgoing Calls Only field on the CDR System Parameters screen is set to
n), then a single CDR record will be generated for answered calls with the call
duration.
- If you enter n, no CDR records will be generated by calls originated by or terminated
on this trunk group.
●
Group Name - Enter a unique name that identifies the trunk group. Up to 27 characters
can be used; default is "INCOMING CALL."
●
COR - Enter a Class of Restriction (COR) number (0 to 995) that reflects the desired
restriction; default is 1.
●
TN - This field displays the Tenant Partition number. All MASI trunks are associated with
Tenant 1.
●
TAC - Enter the trunk access code (TAC) that identifies the trunk group on CDR reports.
You must assign a different TAC to each MMCX interface. Valid entries conform to the dial
plan (1 to 4 digits, * and # are valid first digits).
●
MASI Node Number — The node number assigned to this MMCX machine.
Administering Avaya Aura™ Communication Manager
May 2009
283
Chapter 9: Managing Multimedia Calling
●
Remote Group Number — This is the number of the remote trunk group. For ISDN-PRI
interfaces, valid values are any number 1 to 8; for local area network (LAN) or WAN calling
interfaces, the value must be 9. The combination of MASI Node Number and Remote
Group Number must be unique. Remote group number corresponds to the group number
on the MASI node.
Viewing a list of all MASI trunk groups
To view a list of all the MASI trunks administered on the ECS, use the command list masi
trunk-group.
Figure 34: List masi trunk-group output
MASI TRUNK GROUP
Group
Number
TAC
Group Name
Node
Number
Remote
Grp No.
CDR
COR
TN
xxx
xxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xx
x
x
xx
xxx
Determining the status of MASI trunk groups
To determine the status of a specific MASI trunk, use the command status masi
trunk-group xxx, where xxx is the trunk group number. This command provides descriptive
information about the trunk, and the number of currently active trunk calls.
Figure 35: Status masi trunk-group output
MASI TRUNK GROUP STATUS
Group Number: xxx
MASI Node Number: xx
Remote Group Number: xxx
Number of Active MMCX Trunk Calls: xxx
Step 9 — Administer MASI terminals
Use the add masi terminal xxxxx or next command to administer each MASI terminal as
a MASI terminal. You use available extensions on the ECS, so they need to conform to the
Communication Manager dial plan. The extension must match the Communication Manager
dial plan, and for the add command, the extension must not already be in use.The extension of
the MASI terminal must match the number of the MASI terminal.
284
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
Communication Manager users dial the MASI Terminal Extension to reach MMCX users.
Note:
Anytime you add a terminal or other extension to the MMCX, you must administer
a corresponding MASI terminal on Communication Manager. If you do not, you
will not be able to dial this extension from Communication Manager.
Note:
Figure 36: MASI Terminal screen — page 1
add masi terminal next
MASI TERMINAL
Extension: 1000
BCC: 0
MASI Node Number: __ TN: 1__
COR: 1_
Name: ___________________________
TERMINAL OPTIONS
Send Display Info? y
●
Extension — This field displays the extension that you entered on the command line.
●
BCC — This field displays the bearer capability class of the terminal, and identifies the
type of traffic the terminal supports. For MASI, this is always 0, for voice or voice-grade
data.
●
MASI Node Number — The number of the node on which this terminal resides.
●
TN — The tenant partition in which this terminal resides. At present, all MASI terminals
must reside within tenant 1. This field is display-only, and always 1.
●
COR — The class of restriction associated with this terminal.
●
Name — The name associated with the terminal. This can be any alphanumeric string up
to 27 characters.
●
Send Display Info — Indicates whether Communication Manager should forward display
information associated with a call. Set to y.
Administering Avaya Aura™ Communication Manager
May 2009
285
Chapter 9: Managing Multimedia Calling
Figure 37: MASI Terminal screen — page 2
MASI TERMINAL
FEATURE OPTIONS
LWC Reception: none___
CDR Privacy? n
●
LWC Reception — This field indicates whether the terminal can receive Leave Word
Calling (LWC) messages. Valid values are none, audix, msa, and spe (for DEFINITY
Server CSI configurations). SPE-based LWC is not supported for MASI terminals.
However, if CM Messaging is used without a Data Control Link, you must administer MASI
terminals to receive SPE-based LWC messages. For such cases, the LWC feature is used
by CM Messaging systems to activate and deactivate message waiting lamps on MASI
terminals.
●
CDR Privacy — Indicates whether CDR Privacy is supported for this terminal. See Call
Detail Recording in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205 for more information.
Figure 38: MASI Terminal screen — page 3
MASI TERMINAL
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
_______
_____
_____
_______
_______
BUTTON ASSIGNMENTS
1: call-appr
286
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
Room - Enter up to 10 characters to identify the MASI terminal location. This field can be
blank.
●
Jack - Enter up to 5 characters to identify the location where the MASI terminal is
connected. This field can be left blank.
●
Cable - Enter up to 5 characters to identify the cable that connects the MASI terminal to
the system. This field can be left blank.
●
Floor - Enter up to 7 characters to identify the floor where the MASI terminal is located.
●
Building - Enter up to 7 characters to identify the building where the MASI terminal is
located. Valid entries are listed in the site table.
●
BUTTON ASSIGNMENTS — This field contains a call appearance button and is display
only.
Duplicating MASI terminals
Once you have one MASI terminal administered to your liking, you can use the duplicate
masi terminal command to administer other stations with the same characteristics.
Figure 39: Duplicate MASI Terminal screen
MASI TERMINAL
Ext
77777
77778
77779
77781
77782
77783
_____
_____
_____
_____
_____
_____
_____
_____
_____
Name
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
Room
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
Jack
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
Cable
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
Listing MASI terminals
To view a list of all the MASI terminals administered on a server, use the command list masi
terminals.This command only lists terminals within the domain of the Avaya DEFINITY
Server from whose SAT you issue the command.
Administering Avaya Aura™ Communication Manager
May 2009
287
Chapter 9: Managing Multimedia Calling
Figure 40: List MASI Terminal output
MASI TERMINALS
Node
Number CDR COR TN
Ext
Name
xxxxx
xxxxx
xxxxx
xxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
xx
xx
xx
xx
x
x
x
x
xx
xx
xx
xx
xxx
xxx
xxx
xxx
To view the active or idle status of a specific MASI terminal, use the command status masi
terminal (extension).
Figure 41: Status MASI terminal command
GENERAL STATUS
TYPE: MASI
Extension: 54001
MASI Node Number: 14
Service State: active
To determine which extension you assigned as the MASI Near-End Path Termination
extension, use the command list extension-type. This command displays the extension
number and type (attendant, masi-terminal, and so on), as well as other information about the
extension.
Figure 42: List extension type
EXTENSION TYPE
Ext
--1234
4077
288
Type
---masi-terminal
term-masi-path-call
Name
----
Administering Avaya Aura™ Communication Manager
COR
--1
TN
-1
COS
--1
Cv1/
Cv2
----
May 2009
Multimedia Applications Server Interface
Step 10 — Administer features
AAR/ARS
1. AAR/ARS is an optional feature on Communication Manager, and you need to purchase
this option to use it with MMCX. To verify that this feature is enabled, use the command
display system-parameters customer-options. If it is not enabled, contact your
Avaya representative.
2. The MMCX dial plan must use the same feature access codes as Communication
Manager. If this is not already the case, modify the MMCX dial plan using the chgdp
command. See your MMCX documentation for more information.
3. Include this feature access code in the chgmasi command.
CDR
1. To get call detail records for calls over MMCX interfaces, set CDR Reports = y on the
MASI Trunk Group screen.
2. To get call records for calls over the ISDN-PRI trunk group, set CDR Reports = y on the
ISDN-PRI Trunk Group screen.
3. To track calls between a MASI terminal and other MASI terminals or Communication
Manager stations, enter the MASI terminal extension on the Intra-switch CDR screen.
4. Enter n in the Record Non-Call Assoc TSC field on the CDR System Parameters screen.
Note:
Note:
If you use the same PRI trunks for MASI and non-MASI calls, Avaya strongly
recommends that you do not enable CDR for these calls. Establish a separate
trunk group for non-MASI calls and set CDR Reports = n.
Coverage
To establish coverage from a MASI terminal to CM Messaging:
1. Use the MMCX user interface to enter the CM Messaging hunt group extension as the
coverage point. You cannot use Communication Manager coverage administration for
MASI terminals.
2. If CM Messaging ports are not administered in Communication Manager, you must
administer them.
3. Set up the MASI terminal as a CM Messaging subscriber. Enter the MASI terminal
extension in the Extension field on the Subscriber Administration screen.
To establish coverage from a MASI terminal to another MMCX terminal or Communication
Manager station:
1. Use the MMCX user interface to enter the desired extension as the coverage point for the
MASI terminal. You cannot use Communication Manager coverage administration for
MASI terminals.
Administering Avaya Aura™ Communication Manager
May 2009
289
Chapter 9: Managing Multimedia Calling
Step 11 — Verify administration
You should make test calls from Communication Manager to MMCX, to ensure that you can
indeed place and receive calls.
Call an unattended MASI terminal. Verify that the call goes to CM Messaging. Retrieve the call
from the MASI terminal. Verify that all works as expected.
Setting MASI command permissions
If you are the super-user for your system, you can restrict other administrative logins from
changing MASI administration. To do this, use the change permissions (login-ID)
command. Enter y in the Additional Restrictions field, then move to the Restricted Object List
page of the screen.
You can restrict the following MASI-related objects:
●
masi-path-parameters
●
masi-terminal
●
masi-trunk-group
●
masi-tsc
Using MASI with Communication Manager features
AAR/ARS
MMCX can take advantage of advanced routing features for voice-only calls to the public
switched telephone network (PSTN) or an Avaya private network. Users must enter the AAR/
ARS access code before the rest of the dialed digits. MASI will route the call over the
Communication Manager private network (AAR) or the public network (ARS), based on digits
supplied by the MMCX user.
Routing patterns must contain only trunk groups that actually terminate to Communication
Manager. Calls from one MMCX to another MMCX do not use AAR/ARS. Authorization codes
are not supported.
Call Detail Recording
Using the MASI link, Communication Manager is able to track call detail information for calls
made using MMCX terminals and interfaces. CDR records all calls originating from or
terminating at a MASI terminal. MASI CDR does not record ineffective call attempts when all
MASI paths are busy.
290
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
The Resource Flag value of 8 indicates a MASI call. This field appears in unformatted, int-isdn,
expanded and customized CDR formats. For formats other than these, you can determine that
a call involves a MASI terminal or trunk by the trunk access code (TAC), dialed number or
calling number fields.
The following are the CDR capabilities of MASI. Administration information is under the heading
How to administer MASI on page 278.
●
Incoming/Outgoing Trunk Call Splitting
Call splitting does not produce separate records for MMCX calls that are transferred or
conferenced.
●
intra-switch CDR
You can administer intra-switch CDR to monitor MASI terminals. To do this, simply add the
MASI terminal extension on the Intra-switch CDR screen. Communication Manager then
monitors calls from MASI terminals to other MASI terminals, and calls between MASI
terminals and Communication Manager stations.
●
CDR Privacy
You can administer a MASI terminal for CDR Privacy.
●
Account Code Dialing and Forced Entry of Account Codes
This is not supported for MASI terminals. Therefore, make sure the COR you assign does
not force entry of account codes.
●
Trunk CDR
You can get call detail records for all incoming and outgoing calls made over MMCX
interfaces.
Call redirection / Voice-messaging access
MMCX users can enter a Communication Manager extension, including a CM Messaging hunt
group, Callmaster agent, attendant console or telephone as their coverage point.
If CM Messaging is established as the MASI terminal’s coverage point, the MASI terminal
receives message waiting indication, and dials the CM Messaging hunt group extension to
retrieve messages. Once connected to CM Messaging, operation for the MMCX user is the
same as for a Communication Manager station user, including use of # to identify the extension,
if desired.
Note:
Note:
It is not possible to determine the call coverage status of a MASI terminal.
Communication Manager tracks calls to MASI terminals that follow the autonomous coverage
path from the MASI terminal. MMCX calls redirected to Communication Manager stations
contain display information.
Administering Avaya Aura™ Communication Manager
May 2009
291
Chapter 9: Managing Multimedia Calling
MASI terminals that dial CM Messaging directly, or that place calls to MASI terminals that cover
to CM Messaging, do not receive ringback if all CM Messaging ports are busy. Instead, these
callers see a message the called party is busy, and the call drops.
Transfer
MASI terminals cannot transfer calls to Communication Manager stations, and cannot transfer a
call to another MASI terminal if the call involves a Communication Manager station.
Conferencing
Conferences can involve both MASI terminals and Communication Manager stations, and either
one can initiate the conference. Communication Manager stations participate in such
conferences in voice-only mode. If an MMCX user initiates a conference that involves
Communication Manager stations, the conference will drop when the initiator drops from the
call. If a Communication Manager station initiates the conference, that station can drop without
affecting the other conferees.
Status tracking - terminals and trunks
Communication Manager tracks the active/idle status of all MASI terminals, and monitors traffic
over MMCX interfaces.
Trunk groups
For MASI purposes, there are two kinds of trunk groups: the ISDN-PRI trunk groups that serve
as paths for establishing calls between Communication Manager stations or trunks and MASI
terminals or interfaces, and the remote trunks that are interfaces from the MMCX to other
entities. Each MASI remote trunk group appears to Communication Manager as a single unit,
with no concept of members within the group.
Note:
Note:
You cannot test, busy out, or release MASI remote trunk groups, since you
cannot dial a MASI remote trunk TAC from the Avaya DEFINITY Server. The TAC
merely identifies the trunk to Communication Manager for purposes of status and
CDR records.
You cannot administer MASI trunks as part of Communication Manager route patterns.
292
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
Unsupported Communication Manager Features
We can generalize feature interactions to some extent. For example, since there are no buttons
available to a MASI terminal, any feature that requires a button is also not available. MASI
cannot support features that require the user to dial a trunk access code for a MASI remote
trunk, or a feature access code other than AAR/ARS. The MMCX dial plan can contain only
those feature access codes that are supported. Note the following CAUTION.
!
CAUTION:
CAUTION:
DO NOT ADMINISTER the following features! The following features are not
supported for use over the MASI link, and Avaya cannot be responsible for the
results if you attempt to administer them.
Unsupported Call Center features
●
ASAI — You must not administer a MASI terminal in an ASAI domain. MASI terminals and
MMCX trunks are not monitored by ASAI. It might be possible for a MASI terminal to place
a call to a Communication Manager station that is part of an ASAI domain. ASAI will not be
blocked from controlling this call, but there can be unpredictable results. The same is true
for calls originating from an ASAI domain terminating at MASI terminals, and for
ASAI-monitored hunt groups that contain MASI terminals.
●
Automatic Call Distribution — You must not include a MASI terminal extension as part of
an ACD hunt group. You must not mix MASI administration with anything related to ACD,
including Outbound Call Management and PASTE.
●
Call Vectoring — You must not include MASI terminal extensions in any step of a vector.
Unsupported Basic features
●
Bridged Call Appearances — You must not administer a bridged appearance that involves
a MASI terminal.
●
Call Coverage — You must not administer a MASI terminal in the coverage path of a
Communication Manager station.
●
Call Forwarding — You must not forward a Communication Manager station to a MASI
terminal.
●
Call Pickup — You must not administer a MASI terminal as part of a pickup group.
●
Intercom — You must not administer MASI terminals as members of any type of intercom
group.
●
Manual Message Waiting — You must not administer a manual message waiting button
(man-msg-wt) with a MASI terminal as the referenced extension.
Administering Avaya Aura™ Communication Manager
May 2009
293
Chapter 9: Managing Multimedia Calling
●
Manual Signaling — You must not administer a manual signaling button (signal) with a
MASI terminal as the referenced extension.
●
Night Service — You must not administer a MASI terminal as a night service destination.
●
Pull transfer — MASI terminals cannot perform a pull transfer operation. You must not
administer this feature on an Avaya DEFINITY Server where MASI is active. This applies
only in Italy.
●
Station Hunting — You must not administer a MASI terminal as part of a station hunting
path.
●
Terminating Extension Groups — You must not administer a MASI terminal as part of a
TEG.
Other interactions
The following section describes feature behaviors that might not be as expected, but that are
not likely to be destructive.
Attendant features
294
●
Dial Access to the Attendant — MASI terminals will be able to dial the attendant access
code, if it is administered in the MMCX dial plan.
●
Attendant Direct Extension Selection — Attendants are able to access MASI terminals via
DXS buttons and busy lamp indicates status of the MASI terminal.
●
Emergency Access to the Attendant — MASI terminals have emergency access using the
attendant access code, if it is administered in the MMCX dial plan. However, off-hook
alerting is not administrable.
●
Attendant Intrusion — Attendants are able to activate intrusion towards MASI terminals.
●
Attendant Override — Attendants are not able to activate override towards MASI
terminals.
●
Attendant Recall — MASI terminals cannot activate attendant recall.
●
Attendant Remote Trunk Group Select — Attendants cannot use this feature to select
MASI remote trunks.
●
Attendant Return Call — Operates normally if a MASI terminal is the called party.
●
Attendant Serial Call — Serial calls are denied if the calling party is an MMCX interface.
●
Attendant Straightforward Outward Completion — The attendant is able to complete calls
to Communication Manager trunks for MASI terminals.
●
Attendant Through Dialing —The attendant can use Through Dialing to pass dial tone to
MASI terminals.
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Applications Server Interface
●
Attendant Timers — Attendant timers work the same no matter what kind of terminal is
involved.
●
Attendant Trunk Group Busy/Warning Indicators — You cannot administer Busy/Warning
indicators for MASI trunks because they are not standard Communication Manager trunks.
However, you can administer these indicators for the trunk group administered for MASI
paths.
●
Attendant Trunk Identification — The attendant is not able to identify the trunk name via
button pushes.
Basic features
●
Abbreviated Dialing — A Communication Manager station can enter an MMCX extension
in an AD list. However, MASI terminals cannot use AD.
●
Administered Connections — MASI terminals must not be the originator nor the
destination of an administered connection.
●
Automatic Callback — Automatic callback does not work towards a MASI terminal.
●
Automatic Circuit Assurance — You must not administer a MASI terminal as an ACA
referral destination. You cannot administer ACA for MASI remote trunks.
●
Busy Verification of Terminals and Trunks — You cannot use Busy Verification for MASI
terminals or remote trunks.
●
Call Detail Recording — CDR Account Code Dialing and Forced Entry of Account Codes
are not supported for MASI terminals.
●
Call Park — The attendant can park calls at the extension of a MASI terminal, but users
can only retrieve these calls from a Communication Manager station, since MASI terminals
cannot dial the Answer Back FAC.
●
Data Call Setup — Communication Manager users cannot place data calls to MASI
terminals.
●
Facility Busy Indication — You can use FBI to track the status of MASI terminals. The FBI
button and indicator lamp must be on a Communication Manager station. You cannot use
FBI to track MMCX interfaces.
●
Facility Test Calls — Communication Manager users cannot make test calls to MMCX
interfaces.
●
Go to Cover — MASI terminals cannot activate this feature.
●
Leave Word Calling — The only valid LWC destination for a MASI terminal is CM
Messaging. You cannot administer SPE-based LWC. MASI terminals cannot send LWC
messages to Communication Manager stations or to MASI terminals.
●
Loudspeaker paging — You can administer a MASI terminal as a code calling extension.
●
Malicious Call Trace — MASI terminals cannot initiate malicious call trace.
●
Message Retrieval — MMCX users can only retrieve messages through CM messaging.
Administering Avaya Aura™ Communication Manager
May 2009
295
Chapter 9: Managing Multimedia Calling
●
Music on Hold — Music on hold will only be available if a Communication Manager station
has placed the call on hold.
●
Override — Executive override does not work towards MASI terminals.
●
Priority Calling — Priority calling is not supported for calls to or from MASI terminals.
●
Ringback Queueing — Ringback Queueing is not supported for MASI terminals.
●
Send All Calls — MMCX has an autonomous SAC function.
●
Tenant Partitioning — All MASI terminals exist in tenant 1, and you cannot change the
tenant number.
●
Time of Day coverage — As with all coverage, Communication Manager does not control
coverage of the MASI terminal.
●
Transfer out of AUDIX — A MASI terminal cannot use *T to transfer from AUDIX (CM
Messaging) to another MASI terminal.
Hospitality features
●
Do Not Disturb — MASI terminals cannot activate Do Not Disturb.
Multimedia features
●
Multimedia Call Handling — Avaya MMCH users are not able to make H.320 calls to MASI
terminals over the MASI link. Calls between MMCX terminals and MMCH terminals are
voice only.
Troubleshooting
Verify proper operation using the following commands and follow normal escalation procedures
to resolve any failures detected by the demand test.
1. Verify the DS1 trunk using the test board <board location> long command.
2. Verify the ISDN Signaling Group using the test signaling-group <group number>
command. Also verify proper administration.
3. Verify the temporary signaling connection using the test tsc-administered <group
number> command. Also verify proper administration.
Common error conditions
If the cable from an Avaya DEFINITY Server to the MMCX becomes disconnected, you should
see alarms raised against ISDN-SGRP and UDS1-BD. In particular, you should observe
ISDN-SGRP errors such as 769, 1793, and 257. To resolve, reconnect the cable and follow
normal test procedures.
296
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
If the far-end path termination number is incorrect, you should observe MASI-PTH error 513. To
resolve, correct administration using the MASI Path Parameters screen.
If the Layer 3 TSC is not administered properly or is out of service, you should observe errors
(but no alarms) raised against TSC-ADM. Verify the signaling group administration and follow
normal escalation procedures for TSC-ADM.
If the TSC fails to come up even through Layer 2 Signaling Group and below pass tests, you
can run test tsc-administered <group number> to force a server heartbeat test, or
simply wait 5 to 10 minutes for the link to recover. This situation might occur if the server
running Communication Manager is rebooted or if the MASI interface is administered before the
MMCX is properly administered.
You might want to use the busy port and release port commands to unlock things if
features are not working.
Avaya Video Telephony Solution
Use the Avaya Video Telephony Solution (AVTS) to enable videoconferencing for your desktop
and group video communications.
Note:
AVTS is Avaya’s newest, and currently available H.323 video solution. Some
older systems may still use the older technology H.320 video solution,
Multi-Media Call Handling (MMCH). For more information on MMCH, see
Multimedia Call Handling on page 309.
Note:
Detailed description of Avaya Video Telephony Solution
The Avaya Video Telephony Solution enables Communication Manager to merge a set of
enterprise features with Polycom’s videoconferencing adjuncts. It unifies Voice over IP with
video, web applications, Avaya’s video enabled IP softphone, third party gatekeepers and other
H.323 endpoints.
The following components are part of the Avaya Video Telephony Solution feature:
●
Polycom VSX3000, VSX7000 and VSX8000 conferencing systems with Release 8.03 or
later
●
Polycom V500 video calling systems
●
Polycom MGC video conferencing bridge platforms with Release 8.0.1.
Release 7.5 of the MGC is not supported.
●
Third party gatekeepers, including Polycom Path Navigator
Administering Avaya Aura™ Communication Manager
May 2009
297
Chapter 9: Managing Multimedia Calling
You also need a system running Communication Manager Release 3.0.1, and Avaya IP
Softphone release 5.2 with video integrator.
Starting with Communication Manager Release 3.1.2, you can use cumulative bandwidth
management to set video bandwidth for the Avaya Video Telephony Solution.The Audio Call
Admission Control (CAC) capability allows you to set maximum bandwidth between multiple
network regions for audio calls. Video bandwidth can also be controlled in a similar way.
For more information, see also:
Avaya Video Telephony Solution Release 3.0 Networking Guide, 16-601423, Issue 1
Video Telephony Solution Release 3.0 Quick Setup, 16-300310, Issue 3
IP Softphone and Video Integrator Getting Started, 16-600748, Issue 2
Note:
To configure the Polycom MGC-25 Video Conferencing Bridge Platforms with
Avaya S8300, S8500 and S8700-Series Server, see the procedures stated in the
Video Telephone Solution R3.0 Quick Set Up Guide, 16-300310, Issue 3,
February 2007.
Note:
Administering the Avaya Video Telephony Solution
The following steps are part of the administration for the Avaya Video Telephony Solution:
●
Configuring the Polycom VSX Video Conferencing Systems and V500 Video Calling
Systems
●
Configuring Polycom PathNavigator Gatekeepers
●
Configuring video trunks between two Communication Manager systems
●
Configuring the Maximum Bandwidth for Inter-Network Regions
●
Checking bandwidth usage
●
Administering Ad-hoc Video Conferencing
This section describes:
●
Any prerequisites for administering the Avaya Video Telephony Solution
●
Complete administration procedures for the Avaya Video Telephony Solution
Prerequisites for administering Avaya Video Telephony Solution
You must complete the following actions before you can administer the Avaya Video Telephony
Solution:
298
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
●
Type display system-parameters customer-options to view the System
Parameters Customer-Options (Optional Features) screen. Page down till you see the
Maximum Video Capable Stations field and the Maximum Video Capable IP
Softphones field. These two fields show up only if your system is licensed for the Avaya
Video Telephony feature. Your Avaya license file must contain the RTUs that were
purchased for Maximum Video Capable Stations field and the Maximum Video
Capable IP Softphones fields.
Note:
You must make sure that the value of the Maximum Video Capable Stations
field allows for each station that you use. In addition, each single-point VSX
system is considered to be one station, and each multipoint VSX system is
considered to be three stations.
Note:
●
Type change ip-network-region # to view the IP Network Region screen. The
following fields must be set to y on this screen:
●
Intra-region IP-IP Direct Audio
●
Inter-region IP-IP Direct Audio
●
IP Audio Hairpinning
Configuring Video-Enabled Avaya IP Softphone Endpoints
To configure video-enabled Avaya IP Softphone endpoints:
1. Type the display system-parameters customer-options command and verify
number on the Maximum Video Capable IP Softphones. This number is provided by the
Communication Manager license file.
2. Type change ip-codec-set x command (where x is the chosen IP codec set) to set
the following parameters:
●
Allow Direct-IP Multimedia to y.
●
Maximum Call Rate for Direct-IP Multimedia - the Call Rate is the combined audio
and video transmit rate or receive rate. You can use this setting to limit the amount of
bandwidth used for calls. For example, if you select 768 Kbits, a maximum of 768 Kbits
will be used to transmit and to receive audio and video.
●
Maximum Call Rate for Priority Direct-IP Multimedia allows you to set the
maximum call rate per call for priority users
●
Repeat this step for each IP codec set that will be used for video.
3. Type change cos and page down till you find the Priority IP Video field. This must be
set to y for each class of station that is given a Priority status.
4. Type change ip-network-region x command (where x is the chosen IP network
region) to set the following parameters:
●
Intra-region IP-IP Direct Audio to yes.
Administering Avaya Aura™ Communication Manager
May 2009
299
Chapter 9: Managing Multimedia Calling
●
Inter-region IP-IP Direct Audio to yes.
●
Security Procedures 1 to any-auth.
●
Repeat this step for each IP network region that will be used for video.
5. Type add station command to add an Avaya IP Softphone station, and set the
following parameters for that station:
●
IP Softphone to y.
●
IP Video Softphone to y.
●
IP Audio Hairpinning to y.
●
Repeat Step 5 for each video-enabled Avaya IP Softphone endpoint you want to
configure.
Configuring the Polycom VSX Video Conferencing
Systems and V500 Video Calling Systems
To configure the Polycom VSX Video Conferencing systems and the V500 Video Calling
Systems:
1. You must know the following information:
●
Maximum number of VSX and V500 systems on your network
●
PIN for each VSX/V500 system. The default is the unit’s serial number.
●
Polycom software key for each system
●
Avaya option key for each system
●
Whether the VSX system has the multipoint option or IMCU option
●
IP address of the voice system
2. Use the display system-parameters customer-options command to verify the
Maximum Video Capable Stations. This number is provided by the Communication
Manager license file. The Maximum Video Capable Stations is determined by using the
following criteria:
●
Each V500 system is considered to be one station.
●
Each single-point VSX system is considered to be one station.
●
Each VSX multipoint system is considered to be three stations.
3. Use the change ip-codec-set x command (where x is the chosen IP codec set) to
define the following wideband codecs:
300
●
SIREN14-S96K (1 fpp, 20 ms)
●
G722.1-32K (1 fpp, 20 ms)
●
G.726A-32K (no silence suppression, 2 fpp, 20 ms)
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
●
G.711MU (no silence suppression, 2 fpp, 20 ms)
●
G.729A (no silence suppression, 2 fpp, 20 ms)
●
Set Allow Direct-IP Multimedia to y
●
Set Maximum Call Rate for Direct-IP Multimedia - the Call Rate is the combined
audio and video transmit rate or receive rate. You can use this setting to limit the
amount of bandwidth used for calls. For example, if you select 768 Kbits, a maximum
of 768 Kbits will be used to transmit and receive audio and video. Repeat this step for
each IP codec set that will be used for video.
●
Maximum Call Rate for Priority Direct-IP Multimedia allows you to set the
maximum call rate per call for priority users
4. Use the change ip-network-region x command (where x is the chosen IP network
region) to set the following parameters:
●
Intra-region IP-IP Direct Audio to yes
●
Inter-region IP-IP Direct Audio to yes
●
Security Procedures 1 to any-auth
●
Repeat this step for each IP network region that will be used for video.
5. Use the add station command to add a station for the Polycom system to set the
following parameters:
●
Type to H.323
●
Security Code to the “pin” on the VSX or V500 system
●
IP Video to y
●
IP Audio Hairpinning to y.
6. If the VSX system has the multipoint option or IMCU option, perform the following steps:
a. Use the add station command to add a second station for the Polycom system.
b. Set Type to H.323.
c. Set Security Code to the “pin” on the VSX. Make sure the security code is the same
as the previous station. All three stations must have the same security code.
d. Set IP Video to y.
e. Repeat Steps a through e to create the third consecutive station.
f. Use the change station xx command (where xx is the first station you added for
the Polycom system) to set Hunt-to Station to the second station you added for the
Polycom system.
g. Use the change station xx command (where xx is the second station you added
for the Polycom system) to set Hunt-to Station to the third station you added for the
Polycom system.
Administering Avaya Aura™ Communication Manager
May 2009
301
Chapter 9: Managing Multimedia Calling
h. Use the change station xx command (where xx is the third station you added for
the Polycom system) to set Hunt-to Station to the first station you added for the
Polycom system. All three stations must be in a circular hunt.
7. Install the Polycom system and connect it to your network.
8. Upgrade the Polycom system software.
9. Using a web browser, access the Polycom home page for the unit, and select Admin
Settings>Network>IP Network.
10. Select the Enable IP H.323 check box.
11. Select the Display H.323 Extension check box.
12. In the H.323 Extension (E.164) box, enter the station number you specified for this system
on the Communication Manager system.
13. From the Use Gatekeeper box, select Specify with PIN.
14. In the Gatekeeper IP Address box, enter the IP address of the C-LAN or PC LAN followed
by:1719 to specify the correct port that must be used.
15. In the Authentication PIN box, enter the security code you entered in Step 4.
16. In the Number box in the Gateway area, enter the extension you specified in Step 10.
17. In the Type of Service box in the Quality of Section area, select IP Precedence.
18. In the Type of Service Value boxes (Video, Audio, and Far End Camera Control), enter the
QoS values for the IP Network Region settings in which the VSX station belongs.
19. Select the Enabled PVEC check box.
20. Select the Enable RSVP check box.
21. Select the Dynamic Bandwidth check box.
22. From the Maximum Transmit Bandwidth box, select the setting that matches the Maximum
Call Rate for Direct-IP Multimedia setting you specified for the Communication Manager
system.
23. From the Maximum Receive Bandwidth box, select the setting that matches the Maximum
Call Rate for Direct-IP Multimedia setting you specified for the Communication Manager
system.
24. Complete the Firewall and Streaming sections as necessary.
25. When finished, click the Update button.
26. Repeat the steps for each Polycom system.
Configuring Polycom PathNavigator Gatekeepers
To configure a Polycom PathNavigator gatekeeper:
1. Use the change ip-codec-set 1 command to set the following parameters:
302
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
●
Allow Direct-IP Multimedia to y (page 2 of screen).
●
Maximum Call Rate for Direct-IP Multimedia. This setting is the combined audio and
video transmit rate or receive rate for non-priority (normal) video calls. You can use
this setting to limit the amount of bandwidth used for normal video calls. For example,
if you select 384 Kbits, a maximum of 384 Kbits will be used to transmit and to receive
audio/video.
●
Maximum Call Rate for Priority Direct-IP Multimedia. This setting is the combined
audio and video transmit rate or receive rate for priority video calls. You can use this
setting to limit the amount of bandwidth used for priority video calls. For example, if
you select 384 Kbits, a maximum of 384 Kbits will be used to transmit and to receive
audio/video.
2. Use the change ip-network-region command to put the gatekeeper in its own network
region. Set the following parameters:
Note:
●
Intra-region IP-IP Direct Audio to no.
●
Inter-region IP-IP Direct Audio to no.
●
Security Procedures 1 to any-auth (page 2 of screen).
●
Video Norm (page 3 of screen) to the amount of bandwidth that you want to allocate
for the normal video pool to each IP network region.
●
Video Prio (page 3 of screen) to the amount of bandwidth that you want to allocate for
the priority video pool to each IP network region.
●
Video Shr (page 3 of screen). Specify whether the normal video pool can be shared
for each link between IP network regions.
Note:
If one of the video bandwidth limits is in Kbits, and another video bandwidth limit
is in Mbits, all of the video bandwidth limits will be converted to the same unit (that
is, Kbits or Mbits).
3. Use the change node-names ip command to add an entry for the Polycom PathNavigator
gatekeeper. Be sure to enter the IP address of the IP board for the gatekeeper.
4. Use the add signaling-group command to add a signaling group for the gatekeeper. Set
the following parameters:
●
Group Type to h.323.
●
IP Video to y.
●
Near-end Listen Port to 1719.
●
LRQ Required to y.
●
Incoming Priority Video. If you want all incoming calls to receive priority video
transmissions, select y.
●
Far-end Node Name to the name you entered for the gatekeeper in Step 3.
●
Far-end Listen Port to 1719.
Administering Avaya Aura™ Communication Manager
May 2009
303
Chapter 9: Managing Multimedia Calling
●
Far-end Network Region to the IP network region you specified in Step 2.
●
Direct IP-IP Audio Connections to y.
●
IP Audio Hairpinning to y.
5. Use the add trunk-group command to add a trunk group for the gatekeeper. Set the
following parameters:
●
Group Type to isdn.
●
Carrier Medium to IP.
●
Add members to this trunk group.
6. Use the change signaling-group xx command (where xx is the signaling group you
added in Step 4) to set Trunk Group for Channel Selection to the trunk group you added
in Step 5.
7. Create a route pattern to the gatekeeper.
8. Configure the gatekeeper.
Configuring video trunks between two
Communication Manager systems
To configure video trunks between two Communication Manager systems:
1. Use the change ip-codec-set 1 command to set the following parameters:
●
Set Allow Direct-IP Multimedia to y (page 2 of screen).
●
Set Maximum Call Rate for Direct-IP Multimedia - the Call Rate is the combined
audio and video transmit rate or receive rate. You can use this setting to limit the
amount of bandwidth used for calls.
●
Maximum Call Rate for Priority Direct-IP Multimedia allows you to set the
maximum call rate per call for priority users
2. Type display route-pattern xxx, where xxx is the number for the route pattern.
To enable multimedia, the M field under BCC value must be set to y. This will allow you to
send multimedia calls over a specific trunk.
It is possible to have video over trunks that do not have M field set for the BCC. Setting M
on the BCC enables you to select the route that the route pattern that you should use.
3. Use the change node-names ip command to add an entry for the trunk. Be sure to
enter the IP address of the C-LAN or PC LAN of the other Communication Manager
system.
4. Use the add signaling-group command to add a signaling group for the video trunk.
Set the following parameters:
304
●
Group Type to h.323 or sip.
●
Priority Video to y.
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
●
IP Video to y.
●
Near-end Listen Port
●
LRQ Required to n.
●
Far-end Node Name
●
Far-end Listen Port
●
Far-end Network Region
●
Calls Share IP Signaling Connection to n.
●
Direct IP-IP Audio Connections to y.
●
IP Audio Hairpinning to y.
5. Use the add trunk-group command to add a trunk group for the video trunk. Set the
following parameters:
●
Group Type to isdn.
●
Carrier Medium to IP.
●
Add members to this trunk group.
6. Use the change signaling-group xx command (where xx is the signaling group you
added in Step 3) to set Trunk Group for Channel Selection to the trunk group you added
in Step 4.
7. Create a route pattern for the trunk group.
Configuring the Maximum Bandwidth for Inter-Network Regions
To configure the maximum bandwidth for inter-network regions:
1. Type change ip-network region 1.
The system displays the IP Network Region screen.
Page down till you see the page titled Inter Network Region Connection Management.
2. In the column named Total, you can specify the bandwidth across the network regions. In
the column named Video, you specify how much of the total bandwidth is to be used by
video calls. The following are the available options:
- To support audio only and no video, set the Video field to 0 and audio to a very high
number.
- To support audio and video with no bandwidth management, set both the Total and
Video fields to No Limit.
- To restrict audio bandwidth, and allow unlimited video bandwidth, set the Total field to
the desired bandwidth. Set the Video field to No Limit.
Administering Avaya Aura™ Communication Manager
May 2009
305
Chapter 9: Managing Multimedia Calling
- To control both audio and video bandwidth, set the Total field to the total bandwidth
available between network regions. Set the Video field to the maximum bandwidth
that can be used by video. The Video field must be set to a value less than or equal to
the Total.
- Set priority video to the maximum bandwidth that can be used exclusively by priority
video users
3. Figure 43 shows one possible usage scenario for Intervening-regions for network that are
not directly connected by WAN. The values that you see are shown as an example.
Figure 43: Inter Network Region Connection Management screen
display ip-network-region 2
Page
3 of
19
Inter Network Region Connection Management
src
rgn
2
2
2
2
2
2
2
2
2
2
dst codec direct
Total
rgn set
WAN WAN-BW-limits
1
2
y
10:Mbits
2
2
3
2
n
4
4
y
10:Mbits
5
5
y
10:Mbits
6
4
n
7
8
9
10
Video
Norm Prio Shr Intervening-regions
2
3 y
2
0
2
0
4:
1:
:
4:
1:
3:
y
y
7
Dyn
CAC IGA
n
n
n
n
n
Checking bandwidth usage
To check the status of bandwidth usage:
1. Type status ip-network-region.
The system displays the Inter Network Region Bandwidth Status screen for a call that is
up.
306
Administering Avaya Aura™ Communication Manager
May 2009
Avaya Video Telephony Solution
Figure 44: Inter Network Region Bandwidth Status screen
status ip-network-region 2/4
Src Dst
Rgn Rgn
2
Conn
Type
4 direct
Inter Network Region Bandwidth Status
Number of
# Times
Conn BW-limit
BW-Used(Kbits) Connections BW-Limit IGAR
Stat
Tx
Rx
Tx
Rx Hit Today Now/Today
pass
Video:
Priority:
10 Mbits
2 Mbits
2 Mbits
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0/
0
2. You can view the audio bandwidth usage on the first row.
You can view the normal video bandwidth usage on the second row.
You can view the priority video bandwidth usage on the third row.
Administering Ad-hoc Video Conferencing
Administer the Ad-hoc Video Conferencing feature to allow users to create video conference
calls. From a two-party video call, a user can press the Conference button on their telephone,
dial the number of a third party, and press Conference again to add the party to the video
conference call. Additional parties, up to a maximum of six, can be added in the same way. If
the originator or any party who joins the conference call has administered COS permissions for
Ad-hoc Video Conferencing, the video feature is enabled for the call. The call is moved from a
Communication Manager hosted audio-only conference to an external bridge multimedia
conference.
Administering ad-hoc video conferencing involves the following steps:
1. On page 2 of the System Parameters Customer-Options (Optional Features) screen,
ensure that the Maximum Administered Ad-hoc Video Conferencing Ports field is set
to the number of ports available for Ad-hoc Video Conferencing.
2. On the Class of Service screen, ensure that Ad-hoc Video Conferencing is set to y for
each class of user with Ad-hoc Video Conferencing privileges. Then assign the COS on
the Station screen for the appropriate users.
3. On the Video Bridge screen, configure video bridges for Ad-hoc Video Conferencing.
For more detailed information on Ad-hoc Video Conferencing, see Avaya Video Telephony
Solution Networking Guide, 16-601423.
Administering Avaya Aura™ Communication Manager
May 2009
307
Chapter 9: Managing Multimedia Calling
Firmware video compatibility matrix
Vendor
Avaya
Vendor
Polycom
Product
Version
5.0 SP3+
R6 SP4+
Yes
Yes
C-LAN
FW26+(2)
Yes
Yes
Meeting Exchange
5.0.2.00 (4.13.0.2)
No
Yes
Product
Version
Communication
Manager version
4.0.3+
5.0 SP3+
PathNavigator
7.00.08.0407+(6)
Yes
Yes
SE200
3.00.02.ER019+(6)
Yes
Yes
iPower
6.0.0.315+
Limited
(3,4)
Limited
(3,4)
ViewStationFX
V6.0.5+
Limited
(3)
Limited
(3)
ViewStation
V7.5.4+
Limited
(3)
Limited
(3)
VSX/V500
8.7.1
Yes
Yes
9.0+
Yes
Yes
8.0.0.27
Yes
Yes
9.0.1.8+
Yes
Yes
RMX
2.0.2.25+
HDX
2.0.2-2461+
RSS2000
308
4.0.3+
IP Video Softphone
MGC
Tandberg
Communication
Manager version
T150
L5.0(7)
Administering Avaya Aura™ Communication Manager
Yes
Yes(5)
Yes
No
No
Yes
Yes
May 2009
Multimedia Call Handling
Key:
Blank=Unverified; Yes=Verified; No=Does not work; +=Later firmware
Notes:
(1) IPSP R6 video not backward compatible with CM3.1.2 and earlier.
(2) C-LAN FW11 has known issues with VSX registration.
(3) Telephony features and IPSP video mute are not supported.
(4) Internal MCU calls from an iPower to an IPSP, or Communication Manager connected VSX do not
connect.
(5) CM4.0.1 SP1 required for HD video.
(6) Inter-gatekeeper call rate management requires CM4.0.4 or CM5.1.1 SP1 minimum.
(7) Until L5.2 is available, T150 requires dedicated ip-network-region with IP-IP Direct Audio set to no.
Multimedia Call Handling
Multimedia Call Handling (MMCH) enables users to control voice, video, and data
transmissions using a telephone and PC. Users can conduct video conferences and route calls
like a standard voice call. They can also share PC applications to collaborate with others
working from remote sites.
Note:
Note:
MMCH is Avaya’s older technology H.320 video solution. Avaya Video Telephony
Solution is Avaya’s newer, and preferred H.323 video solution. For more
information on AVTS, see Avaya Video Telephony Solution on page 297.
Operations in Basic or Enhanced modes
There are two distinct levels of functionality: Basic and Enhanced. The Basic mode of operation
treats a standard-protocol H.320 multimedia call as a data call. If the call is redirected, it is
converted to a voice call. As a voice call, certain features are enabled, such as coverage, voice
mail, and multiparty video conferencing.
The Enhanced mode of operation allows a multifunction telephone to control a multimedia call
as if it were a standard voice call. Spontaneous video conferencing, call forwarding, coverage,
hold, transfer and park, along with many routing features, are available to multimedia calls. Both
modes of operation allow data collaboration between multiple parties using the T.120 standard
protocol.
Administering Avaya Aura™ Communication Manager
May 2009
309
Chapter 9: Managing Multimedia Calling
Definitions: MMCH features and components
Multimedia call
A multimedia call, for MMCH, is one that conforms to the H.320 and T.120 suite of protocol
standards. These standards allow video-conferencing packages from different vendors to
communicate with one another. The capabilities of the individual multimedia-endpoint package
can vary, however.
●
An H.320 call can contain voice, video and data.
●
The bandwidth for MMCH calls is limited to 2 B-channels.
Figure 45: MMCH multimedia complex
Any vendor's
H.320 DVC
product
DEFINITY
DEFINITY
DCP
multifunction
telephone
BRI
port
circuit
card
DCP
port
circuit
card
cydfdvc1 LJK 121997
Basic multimedia complex
A Basic multimedia complex consists of a BRI-connected multimedia-equipped PC and a
non-BRI-connected multifunction telephone administered in Basic mode. With a Basic
multimedia complex, users place voice calls at the multifunction telephone and multimedia calls
from the multimedia equipped PC. Voice calls will be answered at the multifunction telephone
and multimedia calls will alert first at the PC and, if unanswered, will next alert at the voice
station. A Basic multimedia complex provides a loose integration of the voice station and H.320
DVC system.
310
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
Enhanced multimedia complex
An Enhanced multimedia complex consists of a BRI-connected multimedia-equipped PC and a
non-BRI-connected multifunction telephone administered in Enhanced mode. The Enhanced
multimedia complex acts as though the PC were directly connected to the multifunction
telephone. Thus, voice call control, multimedia call control and call status are enabled at the
telephone. An Enhanced multimedia complex provides a tight integration of the voice station
and H.320 DVC system.
Multimedia endpoint
The multimedia endpoint is a user’s PC that has been equipped with an H.320 multimedia
package. The PC is physically connected to Communication Manager with a BRI line.
Figure 46: Enhanced MMCH service link
VC
DEFINITY
BRI
Audio
conditioning
MMI
H.320
protocols
Audio stream
Video stream
Data stream
cydfdvc2 LJK 011498
Enhanced mode service link
The service link is the combined hardware and software multimedia connection between the
user’s multimedia endpoint and the Avaya DEFINITY Server which terminates the H.320
protocol. The service link provides video, data, and, optionally, voice streams to augment the
capabilities of the telephone and PC. A service link only applies to an Enhanced multimedia
complex, never to a Basic multimedia complex. The service link is administered on the Station
screen and can be either "permanent" or "as-needed."
Administering Avaya Aura™ Communication Manager
May 2009
311
Chapter 9: Managing Multimedia Calling
Feature Description
MMCH’s two levels of functionality for a multimedia complex, Basic and Enhanced mode, are
enabled either by administration on Communication Manager or by an mm-basic feature button
or FAC.
Basic Mode Operation
In Basic Mode:
●
All voice-only calls originate at the voice station.
●
All multimedia calls originate with the H.320 DVC system.
●
All incoming voice calls attempt to alert at the voice station and receive all standard voice
call treatment.
●
All incoming H.320 multimedia calls attempt to alert on the H.320 DVC system initially. If
answered, a 2-way video call will result. The Basic multimedia complex voice station will
not be involved in the call in any way.
If the H.320 multimedia call is not answered at the H.320 DVC system and the Basic
multimedia complex voice station has the H.320 field administered to y, the call will:
- Time out at the DVC system.
- Alert at the associated voice station set as a voice-only call.
- Receive all standard voice call treatment.
●
Call control depends on what type of call is being originated.
- Video is received and controlled at the PC.
- Voice is received and controlled at the telephone set.
●
The voice station of a Basic multimedia complex must manually add their multimedia
endpoint to a multimedia conference. There is limited support for multimedia feature
interactions. A specific set of voice features work for multimedia calls.
●
Service Links are not used by Basic mode complexes.
●
A single number can be used to reach the Basic multimedia complex for voice or H.320
multimedia calls.
Enhanced Mode Operation
The Enhanced multimedia complex provides a much more tightly coupled integration of the
complex voice station and H.320 DVC system. In Enhanced Mode:
312
●
Both multimedia and voice calls must originate at the telephone set.
●
Voice and multimedia calls can be controlled at the telephone set.
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
●
Conferencing is spontaneous and established just like a voice-only conference call.
●
There is extensive support for multimedia feature interaction. Most voice features work the
same for multimedia calls.
●
Service Links can be either "permanent" or "as-needed."
Physical Installation
The physical components necessary to utilize MMCH capabilities include:
●
H.320 DVC systems that are BRI connected to the Avaya DEFINITY Server.
●
Non-BRI multifunction telephones.
●
Avaya TN787 MultiMedia Interface (MMI) and TN788 Voice Conditioner (VC) boards.
●
A T.120 Extended Services Module (ESM) server (necessary only if you plan to do T.120
data collaboration). Connectivity of the ESM requires an additional TN787 along with a
TN2207 DS1 circuit pack.
Dual Port Desktop
Both Basic and Enhanced multimedia complexes are dual-port desktops that consist of:
●
A BRI-connected multimedia-equipped PC that supports the H.320 protocol.
●
A non-BRI-connected multifunction telephone set.
The PC and the multifunction telephone are individually wired to the Avaya DEFINITY Server.
These two pieces of equipment can be administratively associated to form a Basic or
ENHANCED multimedia complex
MMCH works with any H.320 system that is fully H.320 compliant and operates at the 2B or
128K rate.
Note:
Note:
If you intend to share applications among users or whiteboard capabilities, the
endpoint software you choose must also support the T.120 protocol.
The following endpoint-software packages have been tested:
●
PictureTel PCS 50 & PCS 100, Release 1.6T.
●
Proshare 2.0a, 2.1.
●
Zydacron Z250 Ver. 2.02, Z350 Ver. 1.2 (With Netmeeting 2.0).
MMI & VC hardware
The MMCH feature requires the use of two additional circuit packs:
Administering Avaya Aura™ Communication Manager
May 2009
313
Chapter 9: Managing Multimedia Calling
●
Multi Media Interface (MMI) TN787J.
●
Voice Conditioner (VC) TN788B.
The TN787 and TN788 are service circuit packs. The TN787 supports simultaneous operation
of 16 2B H.320 calls. The TN788 supports the voice processing for 4 H.320 endpoints.
●
These service circuit packs can be located in any Port Network.
●
These packs do not require any translations as part of their implementation.
●
The MMI and VC circuit packs are resource circuit packs akin to the Tone Detector circuit
packs.
●
These circuit packs require no administration on Communication Manager and can be
located in multiple port networks.
T.120 Data Collaboration Server
The Extended Services Module (ESM) provides T.120 data collaboration capability on a MMCH
multipoint H.320 video conference.
●
Each person in the conference who wants to participate in the data collaboration session,
must have a personal computer with an H.320 video application that supports the T.120
protocol.
●
The Avaya DEFINITY Server must have an ESM installed.
ESM Installation
Figure 47: Typical Multimedia Call handling ESM Connections
Figure notes:
1. Port B Y-cable connector to a TN787
multimedia interface (MMI) circuit pack
2. Port A Y-cable connector to a TN2207
PRI circuit pack
3. 25-pair Y-cable
4. 356A adapter
314
5. D8W cord connected to 356A adapter S/B
port 8
6. Extended services module (ESM)
7. Port B on compatible primary rate interface
(PRI) card
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
Use the following procedure and Typical Multimedia Call handling ESM Connections on
page 314 to connect to the ESM equipment:
1. Install the TN2207 primary rate interface (PRI) circuit pack and the TN787 multimedia
interface (MMI) circuit pack in the port carrier of the server for Communication Manager.
Note:
These two circuit packs should be co-located in the cabinet since they must be
connected by a Y-cable on the back plane of the Avaya DEFINITY Server.
Note:
2. Record the circuit pack locations.
3. Connect the ESM Y-cable as shown.
4. Administer the DS1 Circuit Pack screen and the Signaling Group screen for the ESM (see
ESM T.120 Server Administration on page 323). For information about these screens, see
Avaya Aura™ Communication Manager Screen Reference, 03-602878.
5. Configure the ESM adjunct.
Planning for MMCH
The following are some of the tasks you perform in planning and administering MMCH.
Planning the system
Questions to help you use Communication Manager for multimedia are:
●
How many MMCH users are you going to have?
●
How many multimedia calls do you expect to have at any given time?
With the information above you can determine how many Voice Conditioner (VC) and
Multimedia Interface (MMI) circuit packs you need.
●
Will users need data collaboration capabilities? If so, you need to install the Extended
Services Module (ESM).
●
Which stations, hunt groups or vectors need early answer?
●
Do you have ISDN-PRI trunks? It is possible to use separate DS1 trunks for data, but
ISDN-PRI trunks are recommended.
Installation checklist
1. Purchase MMCH right-to-use.
2. Avaya — enable MMCH on System Parameters Customer-Options (Optional Features)
screen.
Administering Avaya Aura™ Communication Manager
May 2009
315
Chapter 9: Managing Multimedia Calling
3. Administer default multimedia outgoing trunk parameter selection on the Feature-Related
System-Parameters Features screen.
4. Administer MMCH related feature access codes on the Feature Access Code (FAC)
screen.
5. Install and administer hardware:
●
Install MMIs, VCs and the ESM.
●
Administer the ESM to ECS connection — DS1 Circuit Pack and Signaling Group
screens.
●
Establish maintenance parameters — Maintenance-Related System Parameters
screen.
6. Administer multimedia complexes:
●
Administer data modules — Data Module screen, or Data Module page of the Station
screen.
●
Administer stations as part of a multimedia complex, assign associated data module
extension, multimedia mode, service link mode and appropriate multimedia buttons —
Station screen.
7. Administer early answer and H.320 flag for stations, the early answer flag for hunt groups,
and the multimedia flag for vectors as appropriate.
8. Train end users.
9. Monitor traffic and performance.
Related screens
●
System Parameters Customer-Options (Optional Features)
- Multimedia Call Handling (Basic)
- Multimedia Call Handling (Enhanced)
●
Feature Related System-Parameters
- Default Multimedia Outgoing Trunk Parameter Selection (p.2)
●
Maintenance-Related System Parameters
- Packet Bus Activated = y
- Minimum Maintenance Thresholds - MMIs, VCs
●
Data Module (type = 7500 or WCBRI)
- Multimedia (p. 1) = y
- XID (p. 2) = n
- MIM Support (p. 2) = n
●
316
Station
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
- MM Complex Data Ext (p. 1)
- H.320 Conversion (p. 2)
- Multimedia Early Answer (p. 2)
- Multimedia Mode (p.2)
- Service Link Mode (p.2)
- Feature Buttons (p.3) (optional)
●
Hunt Group
- MM Early Answer (optional)
●
Call Vector
- Multimedia (optional)
●
Feature Access Code (FAC)
- Basic Mode Activation (p.5)
- Enhanced Mode Activation (p.5)
- Multimedia Call Access Code (p.5)
- Multimedia Data Conference Activation & Deactivation (p.5)
The Multimedia Data Conference Deactivation FAC must be entered after you are active
on a multimedia call. To enter the FAC:
1. Select Transfer.
2. Receive a dialtone.
3. Dial the FAC.
4. Receive a confirmation tone.
5. Re-select the call appearance for the held multimedia call.
- Multimedia Multi-Address Access Code (p.5).
- Multimedia Parameter Access Code (p.5).
●
DS1 Circuit Pack (ESM Only)
- Bit Rate=2.048.
- Line Coding=hdb3.
- Signaling Mode=isdn-pri.
- Connect=pbx.
- Interface=network.
- Country Protocol=1.
- CRC=y.
- MMI Cabling Board.
Administering Avaya Aura™ Communication Manager
May 2009
317
Chapter 9: Managing Multimedia Calling
●
Signaling group (ESM Only)
- Primary D-Channel.
Administering MMCH settings
System Parameters Customer-Options (Optional Features) screen
Ensure that the Multimedia Call Handling (Basic) field is y. This feature is provided via license
file. To enable this feature, contact your Avaya representative.
Feature-Related System Parameters screen
The default bandwidth for MMCH calls is defined on the Feature-Related System Parameters
screen.
Note:
Originating a multimedia call with the mm-call button will originate a call
according to the Default Multimedia Parameters selected on the Feature-Related
System Parameters screen.
Note:
●
This default parameter will be either 2x56 or 2x64.
●
The bearer capability of the multimedia calls will either be 56K or 64K and the
bandwidth will be 2B channels.
Data Module screen
The H.320 DVC system should contain a BRI interface. You must connect this BRI interface to
a port on a TN556 BRI circuit pack and administer it as a BRI data module.
318
●
You can administer the data endpoint type as 7500 (recommended) or WCBRI.
●
The fields for multimedia are the same on either screen.
●
The administration for a Basic mode and an Enhanced mode data module are exactly the
same.
●
Type — Set the data module type to 7500 or WCBRI.
●
Multimedia — This field appears on the Data Module screen only if MM is set to y on the
System-Parameters Customer-Options (Optional Features) screen. Enter y to enable this
data module to be multimedia compliant.
●
MM Complex Voice Ext: (display only) — This field contains the number of the
associated telephone in the complex. This is a display-only field, and is blank until you
enter the data module extension in the Station screen MM Complex Data Ext field. Once
you have done that, these two extensions are associated as two parts of a multimedia
complex.
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
●
XID and MIM Support — Valid entries are y (default) and n. These fields must be set to n.
Station screen
After you have administered the BRI data module, use the Station screen to associate it with a
voice station to screen a multimedia complex. This is a one-to-one relationship: you can
administer only one station and one data endpoint per multimedia complex. Neither the voice
station, nor the data endpoint can be a member of another multimedia complex.
Note:
A BRI station cannot be part of a multimedia complex.
Note:
●
H.320 Conversion — Valid entries are y and n (default). This field is optional for
non-multimedia complex voice stations and for Basic multimedia complex voice stations. It
is mandatory for Enhanced multimedia complex voice stations. Because the system can
only handle a limited number of conversion calls, you might need to limit the number of
telephones with H.320 conversion. Enhanced multimedia complexes must have this flag
set to y.
For non-multimedia complex voice stations, setting this field to y allows H.320 calls to
convert to voice and alert at the stand-alone voice station. If the call is unanswered at the
voice station, the call will follow standard voice treatment. Any subsequent station that is
reached in the routing of this call, that is, coverage points, forwarded destinations, call
pickup members, and so forth, do not need to have the H.320 field enabled. The H.320
field is only needed at the first station that might receive the H.320 call.
For Basic multimedia complex voice stations, setting this field to y allows H.320 calls to
convert to voice and alert at the Basic multimedia complex voice station after an attempt
has been made to offer the call to the H.320 DVC system. If the call is unanswered at the
H.320 DVC system, the call will alert at the voice station after 5 seconds or after the
administered number of rings as specified in the voice station’s coverage path. If the call is
unanswered at the voice station, the call will follow standard voice treatment. Any
subsequent station that is reached in the routing of this call, that is, coverage points,
forwarded destinations, call pickup members, and so forth, do not need to have the H.320
field enabled. The H.320 field is only needed at the first station that might receive the
H.320 call.
●
Service Link Mode - The service link is the combined hardware and software multimedia
connection between an Enhanced mode complex’s H.320 DVC system and the Avaya
DEFINITY Server which terminates the H.320 protocol. A service link is never used by a
Basic mode complex H.320 DVC system. Connecting a service link will take several
seconds. When the service link is connected, it uses MMI, VC and system timeslot
resources. When the service link is disconnected it does not tie up any resources. The
Service Link Mode can be administered as either ‘as-needed’ or ‘permanent’ as described
below:
Administering Avaya Aura™ Communication Manager
May 2009
319
Chapter 9: Managing Multimedia Calling
- As-Needed - Most non-call center multimedia users will be administered with this
service link mode. The as-needed mode provides the Enhanced multimedia complex
with a connected service link whenever a multimedia call is answered by the station
and for a period of 10 seconds after the last multimedia call on the station has been
disconnected. Having the service link stay connected for 10 seconds allows a user to
disconnect a multimedia call and then make another multimedia call without having to
wait for the service link to disconnect and re-establish.
- Permanent - Multimedia call center agents and other users who are constantly making
or receiving multimedia calls might want to be administered with this service link mode.
The permanent mode service link will be connected during the station’s first
multimedia call and will remain in a connected state until the user disconnects from
their PC’s multimedia application or the Avaya DEFINITY Server restarts. This
provides a multimedia user with a much quicker video cut-through when answering a
multimedia call from another permanent mode station or a multimedia call that has
been early answered.
●
Multimedia Mode - There are two multimedia modes, Basic and Enhanced, as described
below:
- Basic - A Basic multimedia complex consists of a BRI-connected multimedia-equipped
PC and a non-BRI-connected multifunction telephone set. When in Basic mode, users
place voice calls at the multifunction telephone and multimedia calls from the
multimedia equipped PC. Voice calls will be answered at the multifunction telephone
and multimedia calls will alert first at the PC and if unanswered will next alert at the
voice station if it is administered with H.320 = y. A Basic mode complex has limited
multimedia feature capability as described in Basic Mode Operation on page 312).
- Enhanced - An Enhanced multimedia complex consists of a BRI-connected
multimedia-equipped PC and a non-BRI-connected multifunction telephone. The
Enhanced mode station acts as though the PC were directly connected to the
multifunction telephone; the service link provides the actual connection between the
Avaya DEFINITY Server and the PC. Thus, voice and multimedia calls are originated
and received at the telephone set. Voice and multimedia call status are also displayed
at the telephone set. An Enhanced mode station allows multimedia calls to take full
advantage of most call control features as described in Enhanced Mode Operation on
page 312.
320
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
●
Multimedia Early Answer — Valid entries are y and n (default). This field lets you set this
telephone for early answer of multimedia calls. The system will answer the incoming
multimedia call on behalf of the station and proceed to establish the H.320 protocol. After
audio path has been established to the caller, the call will then alert at the voice station.
The station can then answer by going off-hook and will have immediate audio path. No
hourglass tone will be heard by the answering party (see Hourglass Tone on page 330).
Example: An administrative assistant who does not have a multimedia PC, but might get
multimedia mode calls from forwarding or coverage, might want to set the H.320 flag to y
and the early answer flag to y on their voice station. This allows any multimedia call to be
presented to the station with immediate voice path rather than hourglass tone. The
answered call could then be transferred as voice to voice mail or transferred as multimedia
to a user equipped with a multimedia endpoint.
Assigning Multimedia Buttons
There are six new multimedia specific buttons that can be added to a voice station. Most of
them can be placed on any voice station, whether it is part of a Basic multimedia complex, an
Enhanced multimedia complex or not part of any multimedia complex. Two feature buttons,
mm-basic and mm-pcaudio, can only be placed on stations which are part of an Enhanced
multimedia complex.
All of the multimedia specific feature buttons have a corresponding feature access code except
mm-pcaudio and mm-cfwd.
●
The mm-pcaudio feature can only be used via button.
●
The mm-cfwd button can be replaced by the standard "call forward" FAC followed by the
"multimedia call" FAC.
●
mm-call -This button can exist on any voice station. Most multimedia enabled users will
want an mm-call button. This button (or its corresponding FAC) must be used to indicate
that the user is placing a multimedia mode call. To place a multimedia mode call the user
would go off-hook, select an idle call appearance. Press the mm-call button followed by
the destination extension digits. If the user has a speakerphone the user can simply press
the mm-call button, which preselects an idle call appearance, followed by the destination
extension digits.
The mm-call button lamp lights when you press this button during call origination. The
lamp also lights to indicate that the selected call appearance is a multimedia mode call.
●
mm-basic - This button is only allowed on the voice station of a multimedia complex. The
mm-basic button toggles a station between Basic and Enhanced modes. This button can
NOT be used to change the station’s multimedia mode when the station has an active
multimedia call appearance.
Toggling between Basic and Enhanced mode changes the station’s administered
Multimedia mode. When in Basic mode this field on the Station screen will show basic.
When in Enhanced mode this field on the Station screen will show enhanced. The current
station Multimedia mode will be saved to translation when a save translation
command is executed.
Administering Avaya Aura™ Communication Manager
May 2009
321
Chapter 9: Managing Multimedia Calling
●
mm-pcaudio - This button only works for an Enhanced multimedia complex voice station.
When originating or receiving a multimedia call, the audio path is connected to the voice
station’s handset or speakerphone device. The mm-pcaudio button allows a user to
switch the audio portion of any call to their PC’s audio input/output device (if available). To
switch the audio path to the PC while active on a call, the user presses the mm-pcaudio
button (if off-hook you can now hang up the handset). The mm-pcaudio button’s status
lamp will light up when the button is pushed to move the audio path to the PC and remain
lit while the audio path is at the PC device.
Note:
If you are on a voice only call, the voice path will switch to the PC device but you
will get muted or loopback video depending on the multimedia endpoint software.
Note:
A user can simply go off-hook on their voice station or press the speakerphone button to
move the audio path of a multimedia call from the PC back to the voice station. Pressing
the mm-pcaudio button while the status lamp is lit and the voice station’s handset is
on-hook will disconnect the user from the active call.
●
mm-datacnf - Pressing the mm-datacnf button from any voice station that is participating
in a multimedia call will light the status lamp and alert the Avaya DEFINITY Server that you
want to enable T.120 data collaboration with the other parties on the call. The button
status lamp will also light for other participants in the multimedia call who have
mm-datacnf buttons.
Pressing this button from the voice station that enabled data collaboration on a multimedia
mode call will deactivate the data session and revert to a voice and video call. If you are
participating on a multimedia call with data collaboration, but did not initiate the data
collaboration, and you press this button, the status lamp led will flash momentarily and the
T.120 data services will not be terminated, (only the station that activated the collaboration
session can deactivate it). This button only works for stations connected to an Avaya
DEFINITY Server equipped with an ESM adjunct.
●
mm-cfwd - The mm-cfwd button allows a user to indicate that multimedia mode calls will
be forwarded as multimedia mode calls to a specific forwarded-to destination. If voice call
forwarding is active and multimedia call forwarding is not active then multimedia calls
going off of the Avaya DEFINITY Server will be forwarded as voice only calls.
The mm-cfwd button status lamp will be lit to indicate that multimedia call forwarding is
activated. Pressing the mm-cfwd button when the lamp is lit will deactivate multimedia call
forwarding.
Note - pressing the mm-cfwd button is the same as dialing the regular call-fwd FAC
followed by the mm-call button or FAC followed by the desired forwarded-to extension
digits.
322
Administering Avaya Aura™ Communication Manager
May 2009
Multimedia Call Handling
●
mm-multinbr - The mm-multinbr call button is similar to the mm-call button. It allows
origination of a multimedia call from any voice station. It is used when the destination
being dialed requires a different address for each of the 2 B-channels. An example of this
is Central Office provided ISDN-BRI. This type of BRI line is provisioned with separate
listed directory numbers for each B-channel. In order to make a 2B multimedia call to such
a device, two sets of address must be entered.
Originating a multimedia call with the mm-multinbr button will originate a call according to
the Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
ESM T.120 Server Administration
From the system administration terminal:
1. Type list configuration all, and a list of the installed carriers, circuit packs, and
ports appears.
2. Record the location (board number) of the MMI board cabled to the TN2207 slot and verify
that all other required circuit packs are present.
3. Enter add DS1 xxxxx, (where xxxxx is the location of the TN2207 PRI circuit pack
recorded in step 2), and the system displays the DS1 Circuit Pack screen.
4. Set the Name field to ESM DS1.
5. Set the Bit Rate field to 2.048.
The TN2207 DS1 must have a bit rate of 2.048, even if all other DS1 boards in the system
are operating at 1.544. Verify the 24/32 channel switch on the circuit pack is in the 32
channel position.
6. Set the Line Coding field to hdb3.
7. Set the Signaling Mode field to isdn-pri.
8. Set the Connect field to pbx.
9. Set the Interface field to network.
10. Set the Country Protocol field to 1.
11. Set the CRC field to y.
12. The Idle Code default is 11111111.
13. The DCP/Analog Bearer Capability default is 3.1 kHz.
14. Set the MMI Cabling Board field to xxxxx (where xxxxx is the location of the TN787
MMI circuit pack recorded in step 2). This must be the slot for port B of the Y-cable.
15. The MMI Interface field ESM appears.
16. Enter add signaling-group next. The system displays the Signaling Group screen.
17. Set the Associated Signaling field to y.
Administering Avaya Aura™ Communication Manager
May 2009
323
Chapter 9: Managing Multimedia Calling
18. Set the Primary D-Channel Port field to xxxx16 (where xxxx is the address of the
TN2207 PRI circuit pack, for example: 1B0516).
19. The Max Number of NCA TSC default is 0.
20. The Max Number of CA TSC default is 0.
21. Trunk Group for NCA TSC ____ (leave blank).
22. Trunk Group for Channel Selection____ (leave blank).
23. Logoff the terminal and then log back on the terminal to view your changes.
Troubleshooting
To determine ESM link status, enter the following commands from the system administration
terminal:
1. Status esm
2. Status signaling-group
3. List MMI
Note:
Note:
When you move ESM circuit packs, you MUST remove the DS1 and signaling
group translations. You cannot use the change circuit pack command.
When a vector is used to route video (56K/64K) calls to a hunt group comprised of data
extensions, the vector must have the Multimedia field set to n. This field causes multimedia
calls routed through the vector to receive early answer treatment prior to processing the vector
steps. This provides a talk path to the caller for announcements or immediate conversation with
an agent and starts network billing for the incoming call when vector processing begins.
324
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
Understanding the Multimedia Complex
1-number access
1-number access permits originating users to make voice or multimedia calls to a Basic
multimedia complex by dialing the same number for either type of call. The number might be the
voice station extension or the data module extension. If the incoming call is a voice call,
Communication Manager directs it to the telephone. If the incoming call is 56K or 64K data call,
Communication Manager recognizes it as such and sends it to the multimedia endpoint.
Likewise, if a voice call is addressed to the data extension, the system recognizes this and
directs the call to the voice station.
Calls originating on the same server as the Basic mode complex destination can always use
1-number access for voice or video. In order to take advantage of 1-number access for calls
originating from a remote location, the incoming calls must arrive over ISDN-PRI trunks. If the
system is setup with separate data non-PRI digital facilities multimedia calls must be made to
the data extension.
AVD (alternate voice/data) trunk groups cannot be used to provide 1-number access with
MMCH. If the AVD trunk group has a BCC of 0, all calls arriving over the AVD trunk to the Basic
mode complex will be assumed to be voice calls. If the AVD trunk group has a BCC of 1 or 4, all
calls arriving over the AVD trunk to the Basic mode complex will be assumed to be multimedia
calls.
Originating voice calls
All voice calls are originated at the voice station.
Originating multimedia calls
For a Basic mode complex, multimedia calls are normally originated at the user’s multimedia
equipped PC. These multimedia calls use the associated station’s COR/COS.
Administering Avaya Aura™ Communication Manager
May 2009
325
Chapter 9: Managing Multimedia Calling
The voice station of a Basic multimedia complex can also use the mm-call button or FAC, and
the mm-multinbr button or FAC to originate multimedia calls. When these methods are used, a
multimedia call is originated from the voice station. In order for the Basic multimedia complex to
receive video, the user must make a call from the H.320 DVC system to the voice station of the
complex or must make a multimedia call from the voice station to the H.320 DVC. This allows
the station to spontaneously add themselves or other parties to a multimedia conference.
1. H.320 DVC system GUI. The normal way for a Basic multimedia complex endpoint to
originate a multimedia call is through the vendor provided user interface. Generally, digits
to dial are entered, speed is selected and the call originates from the DVC system. The
voice station is not involved in such as origination.
Any voice station can use the following mechanisms to originate a multimedia call from the
voice station. For stations that are not part of a multimedia complex, video cannot be
provided. For voice stations that are part of a Basic multimedia complex, video is not
provided until a multimedia call is made from the complex’s H.320 DVC system to the
voice station or a multimedia call is made from the voice station to the H.320 DVC system.
Video is automatically included for Enhanced multimedia complexes.
2. mm-call (Multimedia Call) button. If the station has an mm-call button administered, the
user goes off-hook and selects the mm-call button. The user can select the mm-call button
and then go off-hook. If the user has a speakerphone on the station, the user can originate
the call simply by selecting the mm-call button. The speakerphone will automatically be
placed off-hook and dialtone will be heard. Upon selection of the mm-call button, the
mm-call status lamp (green LED) should become solid.
The user now dials the destination address digits. The destination address can be
provided by dialing digits, using abbreviated dial entries, last number dialed, station busy
indicators, and so on. Originating a multimedia call with the mm-call button will originate a
call according to the Default Multimedia Parameters selected on the Feature-Related
System Parameters screen. This default parameter will be either 2x56 or 2x64. The bearer
capability of the multimedia calls will either be 56K or 64K and the bandwidth will be 2B
channels.
For calls with a bandwidth of 2B, use of the mm-call button to originate will cause the same
destination address to be used for both channels of the 2B call. The section below on the
mm-multinbr button/FAC provides information on originating a 2B call where the
destination has a different address for each B-channel.
Note:
326
Note:
The mm-call feature button is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a
multimedia call.
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
3. Multimedia Call feature access code. For stations that do not have an administered
mm-call button, the Multimedia call feature access code can be used instead. The user
goes off-hook on the station, waits for dialtone, then dials the MM-call FAC, receives
dialtone again and then dials the call normally. The destination address can be provided
by dialing digits, using abbreviated dial entries, last number dialed, station busy indicators,
and so on.
Originating a multimedia call with the mm-call button will originate a call according to the
Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
For calls with a bandwidth of 2B, use of the mm-call button to originate will cause the same
destination address to be used for both channels of the 2B call. The section below on the
mm-multinbr button/FAC provides information on originating a 2B call where the
destination has a different address for each B-channel.
Note:
Note:
The mm-call feature access code is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a
multimedia call.
4. mm-multinbr (Multimedia Multi-number) button. The mm-multinbr button is similar to
the mm-call button. It allows origination of a multimedia call from a voice station. It is used
when the destination being dialed requires a different address for each of the 2
B-channels. An example of this is Central Office provided ISDN-BRI. This type of BRI line
is provisioned with separate listed directory numbers for each B-channel. In order to make
a 2B multimedia call to such a device, two sets of addresses must be entered.
The user goes off-hook and selects the mm-multinbr button. The user can select the
mm-multinbr button and then go off-hook. If the user has a speakerphone on the station,
the user can originate the call simply by selecting the mm-multinbr button. The
speakerphone will automatically be placed off-hook and dialtone will be heard. Upon
selection of the mm-multinbr button, the mm-multinbr and mm-call (if present) status
lamp (green led) should light steadily. The user now dials the first destination address
digits. The destination address can be provided by dialing digits, using abbreviated dial
entries, last number dialed, and so on. The system will provide dialtone after the first
address has been completed. The user now dials the second destination address digits.
The destination address can be provided by dialing digits, using abbreviated dial entries,
last number dialed, and so on. After the 2nd address has been collected the mm-multinbr
status lamp will go off.
Originating a multimedia call with the mm-multinbr button will originate a call according to
the Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
Administering Avaya Aura™ Communication Manager
May 2009
327
Chapter 9: Managing Multimedia Calling
Note:
Note:
The mm-multinbr feature button is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a dual
address multimedia call.
5. Multimedia Multi-number Call feature access code. For stations that do not have an
administered mm-multinbr button, the Multimedia Multi-number call feature access code
can be used instead. It allows origination of a multimedia call from a voice station. It is
used when the destination being dialed requires a different address for each of the 2
B-channels. An example of this is Central Office provided ISDN-BRI. This type of BRI line
is provisioned with separate listed directory numbers for each B-channel. In order to make
a 2B multimedia call to such a device, two sets of addresses must be entered.
The user goes off-hook and dials the MM-multinbr feature access code. Upon dialing of
the MM-multinbr FAC, the mm-call (if present) status lamp (green led) should become
solid. The user now dials the first destination address digits. The destination address can
be provided by dialing digits, using abbreviated dial entries, last number dialed, and so on.
The system will provide dialtone after the first address has been completed. The user now
dials the second destination address digits. The destination address can be provided by
dialing digits, using abbreviated dial entries, last number dialed, and so on.
Originating a multimedia call with the MM-multinbr FAC will originate a call according to
the Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
Note:
Note:
The mm-multinbr FAC is generally used by stations that are part of an Enhanced
multimedia complex, but can be used by any station to originate a dual address
multimedia call.
6. Multimedia parameter selection feature access code. This FAC is used to originate a
multimedia call that wishes to use a different bearer and bandwidth than the system
default. For example, if the system has a default multimedia parameter of 2x64 and the
user wishes to make a call to a destination that is known to only have 56K digital facilities,
the MM parameter selection FAC can be used to select a bearer and bandwidth of 2x56 for
this specific call.
The MM parameter selection FAC can be used in conjunction with the mm-multinbr
button or FAC to make a single or dual address multimedia call at the desired bearer and
bandwidth. The user goes off-hook and dials the MM-parameter selection feature access
code. Dialtone is returned. The user enters a single digit, 1 or 2, where 1 = 2x64, 2 = 2x56.
All other digits will produce reorder. Dialtone is returned. Upon dialing of the
MM-parameter selection FAC, the mm-call (if present) status lamp (green led) should
become solid. The user can indicate a dual-address call at this point with the
mm-multinbr button or FAC. The user now dials one or two sets of destination address
digits. The destination address can be provided by dialing digits, using abbreviated dial
entries, last number dialed, and so on.
328
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
Note:
Note:
The mm-parameter selection FAC is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a dual
address multimedia call.
7. Dialing sequences that include TACs, AAR, ARS, Authorization codes, CDR account
codes, FRLs
1. Single address with TAC
●
Dial mm-call button or FAC, Hear dialtone
●
Dial TAC, Dial destination digits
2. Dual address with TAC
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial TAC, Dial 1st dest. digits, Hear dialtone
●
Dial TAC, Dial 2nd dest. digits
3. Single address with AAR/ARS
●
Dial mm-call button or FAC, Hear dialtone
●
Dial AAR/ARS, Dial destination digits
4. Dual address with AAR/ARS
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial AAR/ARS, Dial 1st dest. digits, Hear dialtone
●
Dial AAR/ARS, Dial 2nd dest. digits
5. Single address with AAR/ARS and authorization code
●
Dial mm-call button or FAC, Hear dialtone
●
Dial AAR/ARS FAC, Dial destination digits, Hear stutter dialtone
●
Dial authorization code
6. Dual address with AAR/ARS and authorization code
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial AAR/ARS FAC, Dial 1st dest. digits, Hear dialtone
●
Dial AAR/ARS FAC, Dial 2nd dest. digits, Hear stutter dialtone
●
Dial authorization code
7. Single address with TAC or AAR/ARS and CDR account code
●
Dial mm-call button or FAC, Hear dialtone
●
Dial CDR FAC, Hear dialtone
●
Dial CDR account code, Hear dialtone
Administering Avaya Aura™ Communication Manager
May 2009
329
Chapter 9: Managing Multimedia Calling
●
Dial TAC or AAR/ARS, Hear destination digits
8. Dual address with TAC or AAR/ARS and CDR account code
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial CDR FAC, Hear dialtone
●
Dial CDR account code, Hear dialtone
●
Dial TAC or AAR/ARS, Dial 1st dest. digits
●
Dial TAC or AAR/ARS, Dial 2nd dest. digits
Receiving voice calls
Any voice calls directed to the voice or data extension of a Basic multimedia complex will ring at
the voice station.
Receiving multimedia calls
Any data calls directed to the voice or data extension of a Basic multimedia complex will ring at
the multimedia equipped PC if it is available. You can answer the multimedia call at the PC and
voice and video will connect to the PC. If the data endpoint is unavailable, the system verifies
that the telephone of the complex is administered with the H.320 field set to y. If so, the system
converts the call to voice and sends it to the telephone of the multimedia complex, where the
call then alerts.
Hourglass Tone
When a voice station answers a converted multimedia call, the answering party might hear
different things depending on the nature of the originator. If the origination is directly from an
H.320 DVC system or if the originator is an Enhanced mode complex on a remote server, an
immediate audio path will not exist between the two parties. This is because the H.320 protocol
must be established after the call is answered. It takes several seconds for the H.320 protocol
to establish an audio path. During this interval the answering party will hear special ringback.
When the audio path exists the special ringback will be removed and replaced with a short
incoming call tone indicating that audio now exists. The combination of special ringback
followed by incoming call tone is referred to as "hourglass tone." Hourglass tone is an indication
to the answering party that they should wait for the H.320 call to establish audio.
330
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
Early Answer
The answering party can administer their station to avoid hearing hourglass tone. With the
Station screen Early Answer field set to y, the system answers the incoming multimedia call on
behalf of the station and establishes the H.320 protocol. After audio path has been established,
the call will then alert at the voice station of the Basic complex destination. The station can then
answer by going off-hook and will have immediate audio path. No hourglass tone will be heard
by the answering party.
If the H.320 field is not set to y for the telephone of a Basic multimedia complex, H.320 calls
alert at the multimedia endpoint until the caller drops. If an H.320 call is directed to a telephone
with H.320 set to n, the system denies the call.
You can assign H.320 conversion to any voice station.
Authorization
Multimedia complexes require the same types of authorization (COR/COS) as standard
telephones. If a call is addressed to the voice extension, the system checks the COR/COS of
the telephone, whether the call is voice-only or multimedia. If a call is addressed to the data
extension, the system checks the COR/COS of the data endpoint. If the call is subsequently
redirected to the voice station, the system does a second COR/COS check for the authorization
of the voice station. Calls originated from the PC use the COR/COS of the voice station.
Adjunct Switch Applications Interface
ASAI is not expected to support call-association for data calls. Therefore Avaya does not
recommend that you use ASAI for multimedia.
Administered Connections
Basic Multimedia endpoints can serve as the origination point or destination of an administered
connection.
Authorization and Barrier Codes
Basic Mode multimedia users or off-premises PC users might not be able to respond to prompts
for authorization or barrier codes. Multimedia endpoints do not recognize the prompts.
Administering Avaya Aura™ Communication Manager
May 2009
331
Chapter 9: Managing Multimedia Calling
An on-premises user might be able to use Remote Access and enter the entire digit string at
once before launching the call, but it would be better to eliminate the need for such codes for
multimedia users who need to call off premises.
Bridged Appearances
Voice users can bridge onto a call if the user has a bridged appearance of a voice member of
the call.
Call redirection
Calls directed to either member of the Basic multimedia complex are subject to redirection
(coverage, forwarding). Communication Manager converts calls to voice before sending them to
coverage. Calls redirected through call forwarding maintain multimedia status if forwarded from
the data endpoint.
Conferencing
A multimedia conference can consist of multimedia and voice-only conferees. All multimedia
conferees are added to a multimedia conference by a voice-terminal user on Communication
Manager, who acts as the controller of the multimedia conference. When the controller is a
Basic complex voice station, the controller must remain on the conference until all parties have
joined. Once all endpoints are on the conference, the voice-terminal user can put the call on
hold or drop, if the user wishes.
Video conferees can see only their local video and one other party. If more than two people are
involved in a video conference, the person who is speaking is the one whose video appears to
other conferees. The speaker’s video shows the previous speaker. This changes dynamically
as the speaker changes.
Creating a multi-party video conference
All multimedia conferences must be controlled by a voice telephone. Multimedia conferees can
be added by calling the voice telephone or by having the voice telephone make a multimedia
call to other DVC endpoints. The controller can then conference together individual parties to
create a multimedia conference.
To set up a multimedia conference:
1. Determine who is going to be the conference controller.
332
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
2. At the appointed time, the conference controller calls his or her telephone from the
multimedia endpoint by dialing the 1-number extension. Once this call is established, the
controller conferences in other calls as if this were a voice conference. The controller
continues to add conferees in this manner until all conferees have joined, or until the
number of conferees reaches the administered limit.
3. The conference controller can also add voice or multimedia parties to the conference
spontaneously. The controller presses CONFERENCE, makes a voice or multimedia call
to a new party. To make a multimedia call, the controller must originate a call using the
mm-call button or FAC or the mm-multinbr button or FAC. After the new party begins
alerting, the controller can press CONFERENCE to add the party to the existing
conference call on hold.
Coverage
Multimedia calls to a Basic mode complex are subject to the same coverage criteria as voice
calls and follow the coverage path administered for the voice station of the Basic multimedia
mode complex.
If a plain voice station or a Basic mode complex is the covering party, the answering voice
station will receive audio only. If all voice stations in the coverage path have the Station screen
Early Answer field set to n and the originator of the multimedia call was not a local Enhanced
mode complex, the answering station will hear hourglass tone.
If an Enhanced mode complex is the covering party, the answering voice station will receive
voice and video. If all voice stations in the coverage path have the Station screen Early Answer
field set to n and the originator of the multimedia call was not a local Enhanced mode complex,
the answering station will hear hourglass tone.
Coverage: Multimedia calls and off-net call coverage
If the principal station’s coverage path include a remote coverage point, the multimedia call will
cover off-switch as voice only. If the call is unanswered off-switch and proceeds to the next
coverage point on-switch, the multimedia nature of the call is preserved.
Coverage: Multimedia calls and coverage to voice mail
Voice mail systems such as CM Messaging are typically the last point in a coverage path and
are usually implemented as a hunt group. In order to guarantee that the originator of an H.320
multimedia call hears the voice mail greeting, the hunt group that defines the list of voice mail
ports should have the Early Answer field on the hunt group set to y. This field will have no
effect on voice calls to the voice mail system.
Administering Avaya Aura™ Communication Manager
May 2009
333
Chapter 9: Managing Multimedia Calling
Call Detail Recording
Each channel of a 2-channel call generates a separate CDR record.
Data Collaboration
Once you have established a multi-point video conference, multi-point T.120 data collaboration
can be enabled for that call. This will allow all video parties on the current conference to
collaborate.
T.120 Data conferencing is made possible through the Extended Services Module (ESM)
server, which is an adjunct to Communication Manager. Up to six parties can participate in a
single data conference, and up to 24 parties can use the ESM facilities for data collaboration at
any given time.
Adding data sharing to a video conference
1. Set up a multimedia conference.
2. Once a multimedia call is active, any voice station in the conference, can initiate data
collaboration by pressing the mm-datacnf button. Or, to use the feature access code to
initiate a data conference, press the Transfer button. A second line-appearance becomes
active and you hear dial tone. Dial the multimedia data conference feature access code.
Confirmation tone is heard and the system automatically reselects the held call
appearance of the multimedia conference. Communication Manager will select a data rate
which is acceptable to all H.320 DVC systems in the current call.
If the system does not have sufficient ESM server resources available for all parties
currently in the call, the activation of T.120 data sharing will be denied. The mm-datacnf
status lamp will flash denial or the mm-datacnf FAC will produce reorder.
3. Each H.320 DVC system in the conference call is joined to the data conference. On many
DVC systems, the provided GUI can prompt the user with a dialog box, requesting the
user to select a specific conference to join. With MMCH, there should only be one
conference available to select.
4. The user must now use the PC’s GUI to begin application sharing. The method for
beginning application sharing or file transfer is different for each H.320 multimedia
application. One of the H.320 DVC systems activates data sharing from the H.320 DVC
vendor provided GUI. See your H.320 DVC system documentation for details.
5. The same H.320 DVC system as in step 4, opens an application, whiteboard, and so on. to
share and the image of the application is displayed on all H.320 DVC systems in the
conference.
For details on how multiple users can control the shared application, see the vendor
provided documentation for your specific H.320 DVC system.
334
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
6. To end the data collaboration session and retain the voice/video conference, the station
that selected the mm-datacnf button or FAC can press the mm-datacnf button or hit
transfer and dial the mm-datacnf deactivation FAC.
Note:
Note:
As of this writing, many endpoints do not respond correctly to ending the data
collaboration session and retaining voice/video. Some H.320 DVC systems drop
the entire call. Avaya recommends that once T.120 data sharing has been
enabled for a conference, that it remain active for the duration of the conference
call. When all endpoints have dropped from the call, the T.120 resources will be
released.
Joining a multimedia conference after T.120 data sharing has been enabled.
If a multimedia conference with T.120 data sharing is already active and it is desired to
conference in a new video endpoint, the new video endpoint can be conferenced into the
existing call. The new endpoint will be allowed into the data conference if there exists sufficient
ESM server resources for the new endpoint. The new endpoint will get voice/video and data
sharing if the new endpoint supports the multi-layer protocol (MLP) data rate chosen by the
system when T.120 data collaboration was activated. If the endpoint does not support the
pre-existing MLP data rate, the new endpoint will only receive voice and video.
Single server or switch data collaboration.
When all parties involved in data collaboration conference are located on the same physical
Avaya DEFINITY Server or Avaya S8XXX Server, there is no restriction on the type of user. The
parties can be any combination of Enhanced multimedia complexes, Basic multimedia
complexes, or stand-alone H.320 DVC systems.
Multi-switch data collaboration.
When all parties involved in data collaboration conference are not located on the same physical
Avaya S8XXX Server, the parties located on the Avaya server hosting the data conference (that
is the server which activated mm-datacnf) can be any combination of Enhanced multimedia
complexes, Basic multimedia complexes or stand-alone H.320 DVC systems. All parties on
remote servers must not be Enhanced multimedia complexes: they must be Basic multimedia
complexes or stand-alone H.320 DVC systems. Prior to originating or receiving a multimedia
mode call, the mm-basic feature button or feature access code can be used to dynamically
change an Enhanced mode complex into a Basic mode complex and back again.
Administering Avaya Aura™ Communication Manager
May 2009
335
Chapter 9: Managing Multimedia Calling
Forwarding voice/multimedia calls
In Basic mode you can forward calls from either the telephone or the multimedia endpoint. To
forward a call from the multimedia endpoint:
1. At the PC’s multimedia application, enter the call-forwarding feature access code (FAC)
2. Enter the forward-to number in the Dialed Number field on the endpoint software
3. Click the Dial button (or equivalent)
Note:
Note:
The PC multimedia software will probably respond with a message that the call
failed, since it does not recognize the FAC. In fact, Communication Manager
does receive the message, and forwards all multimedia calls addressed to the
1-number.
If a call is forwarded from the telephone, the call converts to voice first. If using the multimedia
endpoint to forward, the calls arrive at the forwarded-to extension as a data call. Such calls
continue to ring until answered or abandoned, rather than follow a coverage path.
Users can forward calls from the multimedia endpoint using the call forward FAC. You can also
assign a call-forward button at the voice station to forward calls for the data endpoint. If a Basic
multimedia complex has console permissions, that user can forward calls for others by dialing
the FAC, the data extension, and then the forwarded-to number.
Call Park
A voice-terminal user can park any active call, voice or multimedia, and unpark the call from
another telephone. Users cannot park or unpark calls using multimedia endpoints.
Call Pickup
Members of a pickup group can answer an H.320 call using a telephone after the call has been
converted to voice. This is true for standard or directed call pickup.
Consult
After a call is converted to voice, consult can be used when transferring or conferencing the call.
336
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
COR/COS
The Class of Restriction and Class of Service for H.320 calls originated from a 1-number
complex are the same as those of the telephone in the complex.
Data Call Setup
Basic complex multimedia endpoints are BRI data endpoints, and can use data call-setup
procedures as provided by the software vendor.
Data Hotline
If endpoint software allows users to select the dial function without entering a number, the
endpoint can be used for hotline dialing.
Dial Access to Attendant
Access to Attendant is blocked for a data call from a Basic mode multimedia endpoint.
Data Trunk Groups
Data trunk groups can be used to carry H.320 calls of a fixed (administered) bearer capability.
Hold
The voice station and multimedia endpoint of a Basic complex are each independent devices
with respect to call control. When a Basic multimedia complex voice station executes hold only
the voice station is held. If the user has conferenced their multimedia endpoint into a multimedia
conference, activating hold will not disconnect the multimedia endpoint from the conference, it
will only disconnect the Basic multimedia complex voice station. Executing hold with an
Enhanced mode complex will fully disconnect voice and video from the current active call.
Administering Avaya Aura™ Communication Manager
May 2009
337
Chapter 9: Managing Multimedia Calling
Hunt Groups using Basic Mode complexes
Since Basic mode complexes can receive point to point multimedia calls at the DVC system and
voice calls to the station simultaneously, the voice station extension can be placed in any
normal voice hunt group or ACD skill and the data extension can be placed in a simple hunt
group made up of only data extensions.
Basic mode complex data extensions or stand-alone data extensions can be used to create
simple data hunt groups. Data extensions are not allowed in ACD hunt groups. Avaya
recommends that you do not mix voice and data stations in a hunt group.
If you want multimedia calls to hunt to multimedia endpoints (that is 2B point to point data
hunting), put the data extension in the hunt group. If you place the voice extension in a hunt
group, only voice calls hunt to that extension. Multimedia calls to a hunt group with a Basic
mode voice station as the hunt group member will not be offered to the DVC system of the
Basic mode complex. If either the voice or data extension of a Basic mode complex is busy, the
entire complex is considered busy for hunting purposes.
In order to guarantee that all members of a voice hunt group or skill can receive voice or
multimedia calls, all members should have the H.320 field on the Station screen set to y. Simple
voice stations and Basic complex mode voice stations will receive voice only. Enhanced mode
stations will receive voice and video.
The MM Early Answer field (on the Hunt Group screen) tells the system to answer the
incoming multimedia call and establish audio before it reaches the first member of the hunt
group. Thus, when the talk path is established, the caller is able to speak with an agent
immediately. This is not necessary for hunt groups comprised of data extensions.
Hunting, Other considerations
Agents that are part of a Basic mode complex can dial a feature access code to remove
themselves from availability (and to indicate that they are available again) from both the
multimedia endpoint and the telephone independently. This allows the voice member or the
data member to be individually made unavailable. To make the data extension unavailable, the
agent must dial the FAC from the DVC system.
CMS measurements can indicate unusually slow ASA, because of the time required for the
system to establish early-answer before offering the call to an agent.
Hunting Call association (routing)
Typically incoming voice calls consist of 2 B-channel calls to the same address, to provide
greater bandwidth and better video resolution. Communication Manager attempts to correctly
pair up incoming calls and offer them as a unit to a single agent. MMCH uses call association to
route both calls to the extension that answered the first call, regardless of how the call was
routed internally.
338
Administering Avaya Aura™ Communication Manager
May 2009
Understanding the Multimedia Complex
Two 56K/64K data calls with the same calling party number to the same destination number are
considered to be associated. The system makes every attempt to route both calls of a
2-channel call to the same answering party. If the first call terminates at a member of a hunt
group, the second call does not have to hunt, but goes directly to the same member. In order for
2B multimedia calls to be correctly given to a single agent, incoming calls to the hunt group
must have ANI information. The ANI information can be in the form of ISDN calling party
number or DCS calling party number. Multimedia calls made on the same Avaya S8XXX Server
as the hunt group are easily associated. If multimedia calls into a hunt group have incorrect ANI
information (that is all calls from server X to server Y include the LDN for server X), then as the
volume of calls increases, the number of mis-associated calls will increase. If multimedia calls
into a hunt group have no ANI information, Communication Manager will never associate pairs
of calls and all calls will be treated independently and routed to separate agents. This is not a
recommended configuration.
Hunting with Multimedia vectors
Calls are often routed to hunt groups or skills via a vector. The existing VDNs and vectors which
exist for routing voice calls can be used to route multimedia calls.
In order to use a vector for multimedia calls that will terminate to voice stations, you must set the
Multimedia field on the Call Vector screen to y. This field has no effect on voice calls routing
through the vector. This field will cause multimedia calls routed through the vector to receive
early answer treatment prior to processing the vector steps. This provides a talk path to the
caller for announcements or immediate conversation with an agent.
Note:
Note:
Vectors which have the Multimedia field set to y must eventually route to hunt
groups, skills or numbers which are voice extensions. A vector with the
Multimedia field set to y should never be set up to route to a hunt group or
number which is a data extension.
When a vector is used to route video (56K/64K) calls to a hunt group comprised of data
extensions, the vector must have the Multimedia field set to n.
Intercept Treatment
H.320 calls that receive intercept treatment are treated like other data calls. H.320 calls cannot
be directed to an attendant for service because the attendant cannot have H.320 conversion
service.
Administering Avaya Aura™ Communication Manager
May 2009
339
Chapter 9: Managing Multimedia Calling
ISDN Trunk Groups
Avaya highly recommends that you use ISDN trunks for multimedia calls. ISDN PRI trunks allow
complete 1-number access for an Enhanced multimedia complex. ANI provided over PRI trunks
allows correct routing of multiple bearer channels to the correct destination device. ISDN also
provides the bearer capability on a call by call basis which can be used to distinguish voice calls
from multimedia calls.
Malicious Call Trace
If a malicious call terminates at a Basic multimedia complex endpoint, the user can dial the
feature access code from the telephone to activate malicious call trace, followed by the
extension of the multimedia endpoint. If the user does not dial the multimedia extension, MCT
traces any call held on the telephone.
Message Waiting
Message Waiting indication is handled at the telephone. Because H.320 calls are converted to
voice before going to coverage, all messages are voice only.
Night Service
Incoming Basic mode data calls follow established night-service processing for data calls.
Remote Access
Communication Manager does not prevent Basic multimedia complexes from attempting to use
remote access. However, these Basic mode endpoints will most likely not be able to dial the
necessary codes.
Station Hunting
Basic mode data calls to endpoints that have an extension administered in the Hunt-to-station
field hunt based on established hunting criteria. The call is converted to voice before station
hunting.
340
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Tenant Partitioning
Permission to make multimedia calls or add parties of any type to a conference is subject to
standard tenant-partitioning restrictions.
Terminating Extension Groups
Basic mode data calls to a TEG are converted to voice and can terminate only at a voice
endpoint. Effectively, Communication Manager treats the multimedia-complex extension as a
voice-only endpoint.
Telephone Display
Display information for calls to or from a Basic multimedia complex contains the 1-number.
Enhanced Mode MM Complex
The Enhanced multimedia complex provides a much greater unified and integrated interface for
control of voice and multimedia calls. The multifunction voice station is used to control all calls,
whether voice or multimedia. The H.320 desktop video system is used to present the video
stream, data stream and (optionally) audio stream to the user. The H.320 desktop video system
is not used for call control. The Enhanced multimedia complex allows the multifunction voice
station to handle voice or multimedia calls in an almost identical manner. Each call appearance
on the voice station can represent a voice or multimedia call, allowing multiple voice or
multimedia calls to be present simultaneously on the station. The user can manage the
separate call appearances without regard to the voice or multimedia nature of the specific call.
The standard HOLD/TRANSFER/CONFERENCE/DROP actions can be applied to any call,
without regard to the voice or multimedia nature of the call.
Administering Avaya Aura™ Communication Manager
May 2009
341
Chapter 9: Managing Multimedia Calling
1-number access
1-number access permits originating users to make voice or multimedia calls to an Enhanced
multimedia complex by dialing the same number for either type of call. The number can be the
voice station extension or the data module extension. If the incoming call is a voice call,
Communication Manager alerts the station of an incoming voice call. If the incoming call is 56K
or 64K data call, Communication Manager recognizes it as a multimedia call, inserts resources
to terminate the H.320 protocol, and alerts the voice station with a multimedia call.
Calls originating on the same Avaya S8XXX Server as the Enhanced mode complex destination
can always use 1-number access for voice or video. In order to take advantage of 1-number
access for calls originating from a remote location, the incoming calls must arrive over
ISDN-PRI trunks. If the system is setup with separate non-PRI digital facilities for data,
multimedia calls must be made to the data extension of the Enhanced mode complex.
AVD (alternate voice/data) trunk groups cannot be used to provide 1-number access with
MMCH. If the AVD trunk group has a BCC of 0, all calls arriving over the AVD trunk to the Basic
mode complex will be assumed to be voice calls. If the AVD trunk group has a BCC of 1 or 4, all
calls arriving over the AVD trunk to the Basic mode complex will be assumed to be multimedia
calls.
Originating Multimedia calls
The basic call sequence from an Enhanced mode complex is to originate a multimedia call and
alert the destination. When the destination answers the call, the originating station’s H.320
desktop video system will be alerted (that is, called by Communication Manager to establish the
service link). If the H.320 DVC is not configured for auto-answer, the user must answer the
H.320 calls via the DVC GUI. If the H.320 DVC is configured for auto-answer, no action is
needed via the DVC GUI.
Note:
Note:
Avaya recommends, but does not require, that Enhanced mode complexes place
their desktop video system into an auto-answer mode of operation.
If the far-end is providing a video signal, the 2-way video will be observed. If the destination is
not providing a video signal (call was answered by a simple voice telephone), then loopback
video will be provided at the Enhanced mode complex originator. The audio signal will exist at
the handset of the voice telephone. The audio signal can be moved to the H.320 DVC system
via activation of a mm-pcaudio button on the voice telephone.
342
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Hourglass tone
The originating party might hear different things when the incoming multimedia call is answered
depending on the nature of the answering party. If the call is being answered directly by an
H.320 DVC system or if the answering party is an Enhanced mode complex on a remote server,
an immediate audio path will not exist between the two parties. This is because the H.320
protocol must be established after the call is answered. It takes several seconds for the H.320
protocol to establish an audio path. During this interval the originating party will hear special
ringback. When the audio path exists the special ringback will be removed and replaced with a
short incoming call tone indicating that audio path now exists. The combination of special
ringback followed by incoming call tone is referred to as "hourglass tone." Hourglass tone is an
indication to the originating party that they should wait for the H.320 call to establish audio.
Originating voice calls
Voice calls are originated from the voice station of an Enhanced mode complex in the normal
manner as for any voice station.
Originating multimedia calls
Multimedia calls from an Enhanced multimedia complex are originated from the VOICE
STATION, NOT the H.320 desktop video system. All multimedia originations require the user to
indicate the multimedia nature of the call prior to providing any address digits. There are several
different ways to originate a multimedia call from the voice station.
1. mm-call (Multimedia Call) button. If the station has an mm-call button administered, the
user goes off-hook and selects the mm-call button. The user can select the mm-call button
and then go off-hook. If the user has a speakerphone on the station, the user can originate
the call simply by selecting the mm-call button. The speakerphone will automatically be
placed off-hook and dialtone will be heard. Upon selection of the mm-call button, the
mm-call status lamp (green LED) will light steadily, indicating a multimedia call.
The user now dials the destination address digits. The destination address can be
provided by dialing digits, using abbreviated dial entries, last number dialed, station busy
indicators, and so on. Originating a multimedia call with the mm-call button will originate a
call according to the Default Multimedia Parameters selected on the Feature-Related
System Parameters screen. This default parameter will be either 2x56 or 2x64. The bearer
capability of the multimedia calls will either be 56K or 64K and the bandwidth will be 2B
channels.
For calls with a bandwidth of 2B, use of the mm-call button to originate will cause the same
destination address to be used for both channels of the 2B call. The section below on the
mm-multinbr button/FAC provides information on originating a 2B call where the
destination has a different address for each B-channel.
Administering Avaya Aura™ Communication Manager
May 2009
343
Chapter 9: Managing Multimedia Calling
Note:
Note:
The mm-call feature button is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a
multimedia call.
2. Multimedia Call feature access code. For stations that do not have an administered
mm-call button, the Multimedia call feature access code can be used instead. The user
goes off-hook on the station, waits for dialtone, then dials the MM-call FAC, receives
dialtone again and then dials the call normally. The destination address can be provided
by dialing digits, using abbreviated dial entries, last number dialed, station busy indicators,
and so on.
Originating a multimedia call with the mm-call button will originate a call according to the
Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
For calls with a bandwidth of 2B, use of the mm-call button to originate will cause the same
destination address to be used for both channels of the 2B call. The section below on the
mm-multinbr button/FAC provides information on originating a 2B call where the
destination has a different address for each B-channel.
Note:
Note:
The mm-call feature access code is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a
multimedia call.
3. mm-multinbr (Multimedia Multi-number) button. The mm-multinbr button is similar to
the mm-call button. It allows origination of a multimedia call from a voice station. It is used
when the destination being dialed requires a different address for each of the 2
B-channels. An example of this is Central Office provided ISDN-BRI. This type of BRI line
is provisioned with separate listed directory numbers for each B-channel. In order to make
a 2B multimedia call to such a device, two sets of addresses must be entered.
The user goes off-hook and selects the mm-multinbr button. The user can select the
mm-multinbr button and then go off-hook. If the user has a speakerphone on the station,
the user can originate the call simply by selecting the mm-multinbr button. The
speakerphone will automatically be placed off-hook and dialtone will be heard. Upon
selection of the mm-multinbr button, the mm-multinbr and mm-call (if present) status
lamp (green led) should become solid. The user now dials the first destination address
digits. The destination address can be provided by dialing digits, using abbreviated dial
344
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
entries, last number dialed, and so on. The system will provide dialtone after the first
address has been completed. The user now dials the second destination address digits.
The destination address can be provided by dialing digits, using abbreviated dial entries,
last number dialed, and so on. After the second address has been collected, the
mm-multinbr status lamp will go off.
Originating a multimedia call with the mm-multinbr button will originate a call according to
the Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
Note:
Note:
The mm-multinbr feature button is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a dual
address multimedia call.
4. Multimedia Multi-number Call feature access code. For stations that do not have an
administered mm-multinbr button, the Multimedia Multi-number call feature access code
can be used instead. It allows origination of a multimedia call from a voice station. It is
used when the destination being dialed requires a different address for each of the 2
B-channels. An example of this is Central Office provided ISDN-BRI. This type of BRI line
is provisioned with separate listed directory numbers for each B-channel. In order to make
a 2B multimedia call to such a device, two sets of addresses must be entered.
The user goes off-hook and dials the MM-multinbr feature access code. Upon dialing of
the MM-multinbr FAC, the mm-call (if present) status lamp (green led) should become
solid. The user now dials the first destination address digits. The destination address can
be provided by dialing digits, using abbreviated dial entries, last number dialed, and so on.
The system will provide dialtone after the first address has been completed. The user now
dials the second destination address digits. The destination address can be provided by
dialing digits, using abbreviated dial entries, last number dialed, and so on.
Originating a multimedia call with the MM-multinbr FAC will originate a call according to
the Default Multimedia Parameters selected on the Feature-Related System Parameters
screen. This default parameter will be either 2x56 or 2x64. The bearer capability of the
multimedia calls will either be 56K or 64K and the bandwidth will be 2B channels.
Note:
Note:
The mm-multinbr FAC is generally used by stations that are part of an Enhanced
multimedia complex, but can be used by any station to originate a dual address
multimedia call.
Administering Avaya Aura™ Communication Manager
May 2009
345
Chapter 9: Managing Multimedia Calling
5. Multimedia parameter selection feature access code. This FAC is used to originate a
multimedia call that wishes to use a different bearer and bandwidth than the system
default. For example, if the system has a default multimedia parameter of 2x64 and the
user wishes to make a call to a destination that is known to only have 56K digital facilities,
the MM parameter selection FAC can be used to select a bearer and bandwidth of 2x56 for
this specific call.
The MM parameter selection FAC can be used in conjunction with the mm-multinbr
button or FAC to make a single or dual address multimedia call at the desired bearer and
bandwidth. The user goes off-hook and dials the MM-parameter selection feature access
code. Dialtone is returned. The user enters a single digit, 1 or 2, where 1 = 2x64, 2 = 2x56.
All other digits will produce reorder. Dialtone is returned. Upon dialing of the
MM-parameter selection FAC, the mm-call (if present) status lamp (green led) should
become solid. The user can indicate a dual-address call at this point with the
mm-multinbr button or FAC. The user now dials one or two sets of destination address
digits. The destination address can be provided by dialing digits, using abbreviated dial
entries, last number dialed, and so on.
Note:
Note:
The mm-parameter selection FAC is generally used by stations that are part of an
Enhanced multimedia complex, but can be used by any station to originate a dual
address multimedia call.
6. Dialing sequences that include TACs, AAR, ARS, Authorization codes, CDR account
codes, FRLs
1. Single address with TAC
●
Dial mm-call button or FAC, Hear dialtone
●
Dial TAC, Dial destination digits
2. Dual address with TAC
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial TAC, Dial 1st dest. digits, Hear dialtone
●
Dial TAC, Dial 2nd dest. digits
3. Single address with AAR/ARS
●
Dial mm-call button or FAC, Hear dialtone
●
Dial AAR/ARS, Dial destination digits
4. Dual address with AAR/ARS
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial AAR/ARS, Dial 1st dest. digits, Hear dialtone
●
Dial AAR/ARS, Dial 2nd dest. digits
5. Single address with AAR/ARS and authorization code
●
346
Dial mm-call button or FAC, Hear dialtone
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
●
Dial AAR/ARS FAC, Dial destination digits, Hear stutter dialtone
●
Dial authorization code
6. Dual address with AAR/ARS and authorization code
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial AAR/ARS, Dial 1st dest. digits, Hear dialtone
●
Dial AAR/ARS, Dial 2nd dest. digits, Hear stutter dialtone
●
Dial authorization code
7. Single address with TAC or AAR/ARS and CDR account code
●
Dial mm-call button or FAC, Hear dialtone
●
Dial CDR FAC, Hear dialtone
●
Dial CDR account code, Hear dialtone
●
Dial TAC or AAR/ARS, Dial destination digits
8. Dual address with TAC or AAR/ARS and CDR account code
●
Dial mm-multinbr button or FAC, Hear dialtone
●
Dial CDR FAC, Hear dialtone
●
Dial CDR account code, Hear dialtone
●
Dial TAC or AAR/ARS, Dial 1st dest. digits
●
Dial TAC or AAR/ARS, Dial 2nd dest. digits
Answering multimedia calls
The user actions required to answer voice or multimedia calls at an Enhanced multimedia
complex are identical if the H.320 DVC system is configured for auto-answer. If the H.320 DVC
system is not configured for auto-answer an additional step is required. See Answering
multimedia calls below.
Note:
Note:
Avaya recommends, but does not require, that Enhanced mode complexes place
their desktop video system into an auto-answer mode of operation.
Answering voice calls
Incoming voice calls will alert at the voice station of the Enhanced multimedia complex in the
normal manner. Standard alerting and call appearance flashing will occur. They are answered
in the normal manner by selecting the alerting call appearance and going off-hook on the voice
station.
Administering Avaya Aura™ Communication Manager
May 2009
347
Chapter 9: Managing Multimedia Calling
Answering multimedia calls
Incoming multimedia calls will alert at the voice station of the Enhanced multimedia complex in
the same manner as voice calls with one addition. If the alerting station has an administered
mm-call button and the alerting call appearance is the selected call appearance (for instance,
the red LED is lit, on the alerting call appearance), then the mm-call button status lamp will go
on indicating that the call on the selected call appearance is a multimedia call.
The incoming multimedia call is answered in the normal manner by selecting the alerting call
appearance and going off-hook on the voice station. If the H.320 DVC system for the answering
party is configured for auto-answer, no other action is needed to complete the multimedia call. If
the H.320 DVC system for the answering party is not configured for auto-answer, the H.320
DVC system will alert and must also be answered by the user.
Note:
Note:
Avaya recommends, but does not require, that Enhanced mode complexes place
their desktop video system into an auto-answer mode of operation.
If the originating party is providing a video signal, then a complete 2-way multimedia call will
exist. If the originating party is not providing a video signal, the answering party will receive
loopback video. The audio signal will exist at the handset of the voice station. The audio signal
can be moved to the H.320 DVC system via activation of a mm-pcaudio button on the voice
station.
Hourglass Tone
The answering party might hear different things when the incoming multimedia call is answered
depending on the nature of the originator. If the origination is directly from an H.320 DVC
system or if the originator is an Enhanced mode complex on a remote server, an immediate
audio path will not exist between the two parties. This is because the H.320 protocol must be
established after the call is answered. It takes several seconds for the H.320 protocol to
establish an audio path. During this interval the answering party will hear special ringback.
When the audio path exists the special ringback will be removed and replaced with a short
"incoming call tone" indicating that audio now exists. The combination of special ringback
followed by incoming call tone is referred to as "hourglass tone." Hourglass tone is an indication
to the answering party that they should wait for the H.320 call to establish audio.
Early Answer
The answering party can administer their station in such a way as to avoid hearing hourglass
tone. If the Station screen has set the Early Answer field to y, then the system will answer the
incoming multimedia call on behalf of the station and proceed to establish the H.320 protocol.
After audio path has been established, the call will then alert at the voice station of the
Enhanced mode complex destination. The station can then answer by going off-hook and will
have immediate audio path. No hourglass tone will be heard by the answering party.
348
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Multiple call appearance operation
With an Enhanced mode complex all calls to or from the complex are controlled via the voice
station. Each voice or multimedia call has its own call appearance which can be selected
without regard for the nature of the call using the specific call appearance. This allows a
multifunction station to control multiple voice or multimedia calls in exactly the same way they
would control multiple voice calls.
As an example, a user can originate a simple voice call on the first call appearance. A
multimedia call can then arrive on the second call appearance. The user activates HOLD on the
first call appearance and selects the second call appearance to answer the multimedia call. The
user can then activate HOLD on the second call appearance and reselect the first call
appearance or select a third call appearance and originate another call.
Creating a multi-party video conference
An Enhanced multimedia complex can create a spontaneous video conference in the same way
that a spontaneous voice conference is created. Given an active call, the user activates the
CONFERENCE button. This puts the current call on HOLD and activates a new call
appearance. The user makes a multimedia call according to the instructions for originating a
multimedia call and then selects CONFERENCE to combine or merge the two call
appearances. This results in a 3-way conference.
If all three parties are video equipped, then a 3-way video conference results. Conference
members see the current speaker on video. The current speaker sees the last speaker on
video. If one of the parties is not video equipped, then a 3-way audio conference exists and the
two video equipped parties have 2-way video. The CONFERENCE action can be repeated until
6 parties have been conferenced together. The 6 parties can be any mix of voice or video, local
or remote parties.
The following steps create a multi-party voice/video conference:
1. Enhanced mode complex station A originates a multimedia call to, or receives a
multimedia call from, party B. Station A and party B have 2-way voice and video.
2. Station A, activates CONFERENCE.
3. Station A originates a multimedia call (that is uses the mm-call button/FAC/and so on.) and
dials the party to be added, Enhanced multimedia complex C.
4. Party C, answers the call from station A.
5. Station A selects CONFERENCE to complete the 3-way conference. Parties A,B and C
will be in a 3-way voice/video conference.
Administering Avaya Aura™ Communication Manager
May 2009
349
Chapter 9: Managing Multimedia Calling
Note:
Note:
If party C is another Enhanced mode complex on the same Communication
Manager server as station A, station A does not need to indicate a multimedia call
prior to dialing the new party in step 3. While A consults with C, the call will be
audio only. When A completes the conference in step 5, party C’s video will be
activated.
A multi-party video conference uses voice-activated switching to determine which parties are
seen. The current speaker is seen by all other parties. The current speaker sees the previous
speaker.
Additional voice or video parties can be added by repeating these steps.
Data Collaboration
Once you have established a multi-point video conference, multi-point T.120 data collaboration
can be enabled for that call. This will allow all video parties on the current conference to
collaborate.
T.120 Data conferencing is made possible through the Extended Services Module (ESM)
server, which is an adjunct to the Avaya DEFINITY Server. Up to six parties can participate in a
single data conference, and up to 24 parties can use ESM facilities for data collaboration at any
given time.
The following steps add data sharing to a video conference:
1. Set up a multimedia conference.
2. Once a multimedia call is active, any member can initiate data collaboration by pressing
the mm-datacnf button. Or, to use the feature access code to initiate a data conference,
press the Transfer button. A second line-appearance becomes active and you hear dial
tone. Dial the multimedia data conference feature access code. Confirmation tone is heard
and the system automatically reselects the held call appearance of the multimedia
conference. Communication Manager will select an MLP data rate acceptable to all H.320
DVC systems in the current call.
If the system does not have sufficient ESM server resources available for all parties
currently in the call, activation of T.120 data sharing will be denied. The mm-datacnf
status lamp will flash denial or the mm-datacnf FAC will produce reorder.
3. Each H.320 DVC system in the conference call is joined to the data conference. On many
DVC systems, the provided GUI might prompt the user with a dialog box, requesting the
user to select a specific conference to join. With MMCH, there should only be one
conference available to select.
4. The user must now use the PC’s GUI to begin application sharing. The method for
beginning application sharing or file transfer is different for each H.320 multimedia
application. One of the H.320 DVC systems activates data sharing from the H.320 DVC
vendor provided GUI. See your H.320 DVC system documentation for details.
350
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
5. The same H.320 DVC system as in step 4, opens an application, whiteboard, and so on. to
share and the image of the application is displayed on all H.320 DVC systems in the
conference.
For details on how multiple users can control the shared application, see the vendor
provided documentation for your specific H.320 DVC system.
6. To end the data collaboration session and retain the voice/video conference, the station
that selected the mm-datacnf button or FAC can press the mm-datacnf button or press
Transfer and dial the mm-datacnf deactivation FAC.
Note:
Note:
Currently, many endpoints do not respond correctly to ending the data
collaboration session and retaining voice/video. Some H.320 DVC systems drop
the entire call. Avaya recommends that once T.120 data sharing has been
enabled for a conference, that it remain active for the duration of the conference
call. When all endpoints have dropped from the call, the T.120 resources will be
released.
Joining a multimedia conference after T.120 data sharing has been enabled.
If a multimedia conference with T.120 data sharing is already active and it is desired to
conference in a new video endpoint, the new video endpoint can be conferenced into the
existing call. The new endpoint will be allowed into the data conference if there exists sufficient
ESM server resources for the new endpoint. The new endpoint will get voice/video and data
sharing if the new endpoint supports the data rate chosen by the system when T.120 data
collaboration was activated. If the endpoint does not support the pre-existing data rate, the new
endpoint will only receive voice and video.
Activating HOLD while on a T.120 data collaboration conference.
If an Enhanced multimedia complex is active on a multimedia call and the call has activated
T.120 data collaboration, the user should be receiving voice/video and data. If the station places
this existing call on hold, audio and video will be disconnected for the current call. The data
collaboration portion of the call will remain intact and unaffected. While this T.120 data
conference is on hold, the user will only be allowed to receive audio on all other call
appearances. Thus a user is limited to one call appearance that has T.120 data collaboration
active.
Single server or switch data collaboration.
When all parties involved in data collaboration conference are located on the same physical
Avaya DEFINITY Server or Avaya S8XXX Server, there is no restriction on the type of user. The
parties can be any combination of Enhanced multimedia complexes, Basic multimedia
complexes or stand-alone H.320 DVC systems.
Administering Avaya Aura™ Communication Manager
May 2009
351
Chapter 9: Managing Multimedia Calling
Multi-switch data collaboration
When all parties involved in data collaboration conference are not located on the same physical
Avaya S8XXX Server, the parties located on the Avaya server hosting the data conference (that
is the server that activated mm-datacnf) can be any combination of Enhanced multimedia
complexes, Basic multimedia complexes or stand-alone H.320 DVC systems.
Note:
Note:
All parties on remote servers must not be Enhanced multimedia complexes. They
must be Basic multimedia complexes or stand-alone H.320 DVC systems.
Prior to originating or receiving a multimedia mode call, the mm-basic feature button or feature
access code can be used to dynamically change an Enhanced mode complex into a Basic
mode complex and back again.
Voice station audio vs. H.320 DVC system audio
When an Enhanced mode complex originates or receives a voice or multimedia call, the call is
originated with the station handset or answered with the station handset. The audio path will be
through the handset. If the user’s H.320 DVC system has speakers and a microphone, the user
might wish to use the H.320 DVC system for audio in much the same manner as a built-in or
separate telephone speakerphone. The user can move the station’s audio to the H.320 DVC
system by selecting an mm-pcaudio feature button on the voice station. There is no feature
access code for this function.
The mm-pcaudio feature button works very much like a speakerphone on/off button. If the
station is off-hook and selects mm-pcaudio, audio is directed to the PC DVC system. The
switch-hook can be placed on-hook. If the handset is taken off-hook, the audio moves back to
the handset. If the mm-pcaudio button is selected while audio is already on the DVC system
and the handset is on-hook, this acts as a speakerphone off action and disconnects the current
call.
The mm-pcaudio feature button can be used for voice as well as multimedia calls. If the
mm-pcaudio feature button is selected while on a voice only call, the DVC system is alerted
and brought into the call. No video will be transmitted or displayed. Audio will be directed
through the PC DVC system.
352
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Switching between Basic and Enhanced modes
There might be occasions when an Enhanced mode complex needs to switch to Basic mode
operation temporarily. One example is when a user wishes to make a direct point to point
multimedia call originated directly from the H.320 DVC. Basic mode operation allows this
functionality at the expense of losing multimedia call handling capabilities (that is hold/xfer/
conf). To switch from Enhanced mode to Basic mode, the station can either select a mm-basic
feature button or dial the mm-basic feature access code. Both of these actions are valid only if
the Enhanced mode station has no multimedia calls active.
When in Basic mode, the status lamp for the mm-basic button, if present, will be on solid. The
mm-basic feature button acts as a toggle. If the status lamp is on, when the button is selected,
the lamp will go off and the station will return to Enhanced mode. The mm-enhanced feature
access code will set the state of the station back to Enhanced. Switching to Enhanced mode is
only valid if the associated H.320 DVC system is idle.
Note:
Note:
Toggling between Basic and Enhanced mode changes the station’s administered
Multimedia mode. When in Basic mode this field on the Station screen will show
basic. When in Enhanced mode this field on the Station screen will show
enhanced. The current station Multimedia mode will be saved to translation when
a save translation command is executed.
Forwarding of voice and multimedia calls
The Enhanced multimedia mode complex voice station can use the existing standard call
forwarding mechanisms to activate forwarding for voice calls. If the forwarding destination is on
the same server, then this will also forward multimedia calls as multimedia calls to the
destination. If the forwarding destination is off-switch, multimedia calls will forward off-switch as
voice-only calls. This is appropriate when the user will be at a location that is not able to receive
multimedia calls.
To forward multimedia calls off-switch as multimedia calls, the user must activate multimedia
call forwarding. This can be done with an mm-cfwd button or feature access code. The user
can also activate standard voice call forwarding and select the mm-call button prior to entering
the forwarding address.
Coverage
Multimedia calls to an Enhanced mode complex are subject to the same coverage criteria as
voice calls and follow the coverage path administered for the voice Station of the Enhanced
multimedia mode complex.
Administering Avaya Aura™ Communication Manager
May 2009
353
Chapter 9: Managing Multimedia Calling
If a plain voice station or a Basic mode complex is the covering party, the answering voice
station will receive audio only. If all voice stations in the coverage path have the Station screen
Early Answer field set to n and the originator of the multimedia call was not a local Enhanced
mode complex, the answering station will hear hourglass tone.
If an Enhanced mode complex is the covering party, the answering voice station will receive
voice and video. If all voice stations in the coverage path have the Station screen Early Answer
field set to n and the originator of the multimedia call was not a local Enhanced mode complex,
the answering station will hear hourglass tone.
Multimedia calls and off-net call coverage
If the principal station’s coverage path include a remote coverage point, the multimedia call will
cover off-switch as voice only. If the call is unanswered off-switch and proceeds to the next
coverage point on-switch, the multimedia nature of the call is preserved.
Multimedia calls and coverage to voice mail
Voice mail systems such as CM Messaging are typically the last point in a coverage path and
are usually implemented as a hunt group. In order to guarantee that the originator of an H.320
multimedia call hears the voice mail greeting, the hunt group that defines the list of voice mail
ports should have the Early Answer field on the Hunt Group screen set to y. This field will have
no effect on voice calls to the voice mail system.
Hunt Groups using Enhanced Mode Complexes
When creating hunt groups with Enhanced multimedia mode complexes, only the station
extension should ever be entered as a hunt group member. Any hunt group or ACD skill can
include the voice station of an Enhanced multimedia complex as a member. The data extension
of an Enhanced mode complex should never be entered as any hunt group member. A hunt
group or skill might have a mix of members that are stand-alone stations and Enhanced mode
complex stations. In order to guarantee that all members of the hunt group or skill can receive
voice or multimedia calls, all members should have the H.320 field on the Station screen set to
y. Simple voice stations will receive voice only. Enhanced mode stations will receive voice and
video.
The MM Early Answer field on the Hunt Group screen tells the system to answer an incoming
multimedia call and establish audio before it reaches the first member of the hunt group. Thus,
when the talk path is established, the caller is able to speak with an agent immediately.
354
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Other considerations
CMS measurements can indicate unusually slow ASA, because of the time required for the
system to establish early-answer before offering the call to an agent.
Call association (routing)
Typically incoming voice calls consist of 2 B-channel calls to the same address, to provide
greater bandwidth and better video resolution. Communication Manager attempts to correctly
pair up incoming calls and offer them as a unit to a single agent. MMCH uses call association to
route both calls to the extension that answered the first call, regardless of how the call was
routed internally.
Two 56K/64K data calls with the same calling party number to the same destination number are
considered to be associated. The system makes every attempt to route both calls of a
2-channel call to the same answering party. If the first call terminates at a member of a hunt
group, the second call does not have to hunt, but goes directly to the same member.
In order for 2B multimedia calls to be correctly given to a single agent, incoming calls to the hunt
group must have ANI information. The ANI information can be in the form of ISDN calling party
number or DCS calling party number. Multimedia calls made on the same server as the hunt
group are easily associated. If multimedia calls into a hunt group have insufficient ANI
information (that is all calls from server X to sever Y include the LDN for server X), then as the
volume of calls increases the number of mis-associated calls will increase. If multimedia calls
into a hunt group have no ANI information, Communication Manager will never associate pairs
of calls and all calls will be treated independently and routed to separate agents. This is not a
recommended configuration.
Multimedia vectors
Very often, calls are routed to hunt groups or skills via a vector. The existing VDNs and vectors
which exist for routing voice calls can be used to route multimedia calls.
In order to use a vector for multimedia calls, you must set the Multimedia field on the Call
Vector screen to y. This field has no effect on voice calls routing through the vector. This field
will cause multimedia calls routed through the vector to receive early answer treatment prior to
processing the vector steps. This provides a talk path to the caller for announcements or
immediate conversation with an agent.
Note:
Note:
Vectors which have the Multimedia field set must eventually route to hunt
groups, skills or numbers which are voice extensions. A vector with the
Multimedia field set to y should never be set up to route to a hunt group or
number which is a data extension.
Administering Avaya Aura™ Communication Manager
May 2009
355
Chapter 9: Managing Multimedia Calling
Interactions
Interactions are listed here only if the operation is different from standard.
Administered Connections
An Enhanced multimedia complex voice station can serve as the origination point or destination
of an administered connection. If the Multimedia call feature access code is included in the
administration of the administered connection, this will result in a video AC.
An Enhanced multimedia complex H.320 DVC system cannot serve as the origination point of
an administered connection.
X-porting
You cannot use X in the Port field when administering a data module or the data endpoint in a
multimedia complex. However, you can use this to administer the telephone.
Bridged Appearances
Enhanced multimedia complex voice station users can bridge onto a call if the user has a
bridged appearance. If the bridged appearance is for a multimedia call, selecting the bridged
appearance will result in a multimedia call.
Call Detail Recording
Each channel of a 2-channel multimedia call generates a separate CDR record that is tagged as
data.
Call forwarding
Users cannot forward calls from a multimedia complex using multi-number dialing, either by
mm-multnmbr button or feature access code.
Call Park
Any station can park a multimedia call, and unpark the call from another telephone. If a
multimedia call is unparked by an Enhanced mode complex station, a multimedia call will result.
Users cannot park or unpark calls using multimedia endpoints.
356
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Call Pickup
Any member of a pickup group can answer a multimedia call after the call has begun alerting at
a station call appearance. If the station picking up the call is an Enhanced mode complex
station and the call is multimedia, a multimedia call will result. This is true for standard or
directed call pickup.
Consult
After a multimedia call has been answered, consult can be used when transferring or
conferencing the call.
COR/COS
The Class of Restriction and Class of Service for a multimedia call originated from an Enhanced
multimedia complex are those of the voice station in the complex.
Data Call Setup
An Enhanced mode multimedia H.320 DVC system cannot originate calls from the DVC system.
All calls, both voice or video are originated from the voice station.
Data Hotline
An Enhanced multimedia complex H.320 DVC endpoint cannot be used to originate a call for
hotline dialing. In order to setup a video hotline function with an Enhanced mode complex, the
hotline number administered for the voice station should include the Multimedia call feature
access code.
Data Trunk Groups
Data trunk groups can be used to carry H.320 calls of a fixed (administered) bearer capability.
ISDN Trunk Groups
Avaya highly recommends that you use ISDN trunks for multimedia calls. ISDN PRI trunks allow
complete 1-number access for an Enhanced multimedia complex. ANI provided over PRI trunks
allows correct routing of multiple bearer channels to the correct destination device. ISDN also
provides the bearer capability on a call by call basis that can be used to distinguish voice calls
from multimedia calls.
Administering Avaya Aura™ Communication Manager
May 2009
357
Chapter 9: Managing Multimedia Calling
Night Service
Incoming H.320 calls follow established night-service processing for data calls.
Remote Access
Communication Manager does not prevent Enhanced multimedia complexes from attempting to
use remote access. However, these endpoints will most likely not be able to dial the necessary
codes.
Station Hunting
Multimedia calls to Enhanced mode complex voice stations that have an extension
administered in the hunt-to-station field hunt based on established hunting criteria. If the
hunt-to-station is also an Enhanced mode complex station, a multimedia call will result when the
call is answered.
Terminating Extension Groups
A multimedia call to a TEG can be answered by any member of the TEG. If the member
answering the call is an Enhanced mode complex station, a multimedia call will result.
Telephone Display
Display information for calls to or from an Enhanced multimedia complex contains the display
information associated with the voice station.
Troubleshooting
If one channel of a 2 B-channel call goes down, your choices are to continue with reduced
transmission quality, or to hang up the call and start over. It is not possible to re-establish the
second channel while the call is still active.
If you cannot share data with others, it might be that both parties do not have the same endpoint
software. This is true for some data collaboration, but most whiteboard and file transfer software
implementations are compatible.
358
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Monitoring MMCH
This section briefly discusses some of the commands you can use to monitor multimedia
complexes and conferences. The Maintenance manual for your Avaya server might discuss
some of these commands and their output in more detail.
Action
Objects
Qualifier
display
station
data module
xxxxx (extension)
xxxxx (extension)
list
mmi
measurements
multimedia
status
attendant
conference
conference
conference
data module
station
trunk
esm
multimedia-interface
voice-conditioner
esm
endpoints [‘print’ or ‘schedule’]
h.320-stations [‘print’ or ‘schedule’]
xxxx (console number)
all
xxx (conference ID)
xxx (conference ID) endpoint (endpoint
ID)
xxxxx (extension)
xxxxx (extension)
(group number or group number/
member number)
Status commands
The status commands for data module, station, trunk, and attendant provide the conference
ID and endpoint ID for any of these involved in an active multimedia conference.
Administering Avaya Aura™ Communication Manager
May 2009
359
Chapter 9: Managing Multimedia Calling
Figure 48: General Status screen
status station nnnn
page 1 of x
GENERAL STATUS
Type: 7405D
Extension: 1002
Port: 01C0702
Call Parked? no
Ring Cut Off Act? no
Active Coverage Option: 1
Service State:
Maintenance Busy?
SAC Activated?
User Cntrl Restr:
Group Cntrl Restr:
CF Destination Ext:
MM Conference ID:
MM Endpoint ID:
in-service/on-hook
no
no
none
none
Message Waiting:
Connected Ports:
ACD STATUS
Agent Logged In
Work Mode
HOSPITALITY STATUS
AWU Call At:
User DND: not activated
Group DND: not activated
Room Status: non-guest room
On ACD Call? no
The following fields specific to multimedia appear on the station General Status, Attendant,
Data Module, and Trunk Group screens.
●
MM Conference ID — This field appears only if the station is active on a multimedia
conference. It displays the ID for the conference. Enter this number with the status
conference command to get more information about this conference.
●
MM Endpoint ID — This field appears only if the station is active on a multimedia
conference. It displays the endpoint ID for the station. Enter this number with the status
conference endpoint command to learn more about this endpoint’s involvement in the
conference.
List commands
The list multimedia endpoints command shows you all the multimedia data modules
that exist in your system, and their associated telephones, if any. The list multimedia
H.320-stations command shows you all the stations that are administered for H.320
conversion. The list multimedia ip-stations command shows you the administered IP
stations/modules and whether they are registered.
360
Administering Avaya Aura™ Communication Manager
May 2009
Enhanced Mode MM Complex
Figure 49: List Multimedia Endpoints screen
MULTIMEDIA ENDPOINTS
Data Ext
MM Complex Voice Ext
100
1321
15683
H.320 Conversion?
87654
y
738
n
Figure 50: List Multimedia H.320-Stations screen
MULTIMEDIA H.320-STATIONS
Station Ext
MM Data Ext
100
1321
15683
87654
738
Figure 51: List Multimedia IP-Stations screen
MULTIMEDIA IP STATIONS
Ext
Port
100
1321
15683
IP STATION
Registered?
y
n
Ext
87654
MEDIA COMPLEX
Port
Registered?
y
738
Administering Avaya Aura™ Communication Manager
n
May 2009
361
Chapter 9: Managing Multimedia Calling
Considerations
Each channel of a 2-channel BRI call takes one port on an MMI circuit pack. This alone limits
the number of multimedia calls your system can handle. In addition, each conference takes one
port on a voice-conditioner circuit pack. Also note that there is a limit to the total number of
conversion calls the system can handle simultaneously. If you experience traffic problems after
installing multimedia, you might want to reduce the number of stations that use H.320
conversion.
362
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 10: Setting Up Telecommuting
Configuring Communication
Manager for Telecommuting
Telecommuting emphasizes the ability to perform telephony activities while remote from
Communication Manager. It is a combination of four features which permit you to remotely
perform changes to your station’s Coverage and Call Forwarding.
Note:
If you are operating in a Distributed Communications System (DCS) environment,
you need to assign a different telecommuting-access extension to each Avaya
S8XXX Server and tell your users which extension they should use. A user can
set up call coverage from any of the DCS nodes, but needs to dial the
telecommuting-access extension of the node on which their station is defined
before using the feature access code.
Note:
You can also set up telecommuting with an IP (internet protocol) telephone. See
Adding an H.323 Softphone on page 88 for more information.
●
Coverage of Calls Redirected Off Net (CCRON) allows you to redirect calls off your
network onto the public network and bring back unanswered calls for further coverage.
Note:
If a call covers or forwards off-net and an answering machine answers the call, or
it is directed to a cellular telephone and a cellular announcement is heard, the
server views this call as an answered call. Communication Manager does not
bring the call back to the server for further routing.
Note:
●
The Extended User Administration of Redirected Calls feature allows you to change the
direction of calls to your station. This activates the capability to have two coverage-path
options. These two path options can be specified on the Station screen; however, unless
the Can Change Coverage field is set to y on the Class of Restriction screen, the second
path option cannot be populated. For information about this screen, see Avaya Aura™
Communication Manager Screen Reference, 03-602878.
●
The Personal Station Access feature gives you an extension number, a Merge feature
access code, and a personalized security code, and tells you which office telephone you
can use. This allows you to take your telephone, as long as the telephones are the same
type, anywhere on the same server running Communication Manager.
●
The Answer Supervision feature provides supervision of a call directed out of the server
either by coverage or forwarding and determines whether Communication Manager should
bring the call control back to its server.
Administering Avaya Aura™ Communication Manager
May 2009
363
Chapter 10: Setting Up Telecommuting
Before you start
You can also set up telecommuting with an IP (internet protocol) telephone or IP Softphone. For
example, see Adding an H.323 Softphone on page 88 for more information.
For DCP/ISDN telecommuting, ensure you have the following equipment:
●
Call Classifier — Detector
●
1264-TMx software
●
Communication Manager extender — switching module or standalone rack mount (Digital
Communications Protocol (DCP) or Integrated Services Digital Network (ISDN))
For more information about this equipment, see the Avaya Aura™ Communication
Manager Hardware Description and Reference, 555-245-207.
Verify the following fields on the System Parameters Customer-Options (Optional Features)
screen are set to y. For information about this screen, see Avaya Aura™ Communication
Manager Screen Reference, 03-602878.
●
Cvg Of Calls Redirected Off-Net
●
Extended Cvg/Fwd Admin
●
Personal Station Access
●
Terminal Translation Initialization (TTI)
If neither Avaya Communication Manager extender nor the System Parameters
Customer-Options (Optional Features) fields are configured, contact your Avaya technical
support representative.
Verify the telecommuting access extension is a direct inward dialing (DID) or a central office
(CO) trunk destination for off-premises features to work.
Configure TTI for personal station access (PSA). For information about configuring TTI, see
Setting up Personal Station Access on page 365.
Configure Security Violation Notification for Station Security Codes. For information about
Security Violation Notification, see Setting up Security Violations Notification on page 395.
Instructions
In our example, we set up the telecommuting extension and enable coverage of calls redirected
off-net.
To configure Communication Manager for telecommuting:
1. Type change telecommuting-access. Press Enter.
The system displays the Telecommuting Access screen.
364
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Personal Station Access
2. In the Telecommuting Access Extension field, type 1234. Press Enter.
This is the extension you are configuring for telecommuting.
3. Type change system-parameters coverage. Press Enter.
The system displays the System Parameters Call Coverage/Call Forwarding screen.
4. In the Coverage Of Calls Redirected Off-Net Enabled field, type y. Press Enter.
Related topics
See Telecommuting Access in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for information about and field descriptions on the Telecommuting Access.
Setting up Personal Station Access
Personal Station Access (PSA) allows you to associate the preferences and permissions
assigned to your own extension with any other compatible telephone. When you request a PSA
associate, the system automatically dissociates another extension from the telephone.
Preferences and permissions include the definition of terminal buttons, abbreviated dial lists,
and class of service (COS) and class of restriction (COR) permissions assigned to your station.
Extensions without a COS, such as Expert Agent Selection (EAS) agents or hunt groups,
cannot use PSA.
PSA requires you to enter a security code and can be used on-site or off-site. Invalid attempts to
associate a telephone generate referral calls and are recorded by Security Violation
Notification, if that feature is enabled. If you interrupt the PSA dialing sequence by pressing the
release button or by hanging up, the system does not log the action as an invalid attempt.
The disassociate function within PSA allows you to restrict the features available to a telephone.
When a telephone has been dissociated using PSA, it can be used only to call an attendant, or
to accept a TTI or PSA request. You can enable a dissociated set to make other calls by
assigning a special class of restriction.
When a call that goes to coverage from a PSA-disassociated extension, Communication
Manager sends a message to the coverage point indicating that the call was not answered. If
the coverage point is a display telephone, the display shows da for "don't answer." If the
coverage point is a voice-messaging system, the messaging system receives an indication from
Communication Manager that this call was not answered, and treats the call accordingly.
Administering Avaya Aura™ Communication Manager
May 2009
365
Chapter 10: Setting Up Telecommuting
Note:
Note:
Once a telephone has been associated with an extension, anyone using the
terminal has the capabilities of the associated station. Be sure to execute a
dissociate request if the terminal can be accessed by unauthorized users. This is
particularly important if you use PSA and DCP extenders to permit remote DCP
access.
Before you start
Verify that the Personal Station Access field is set to y on the Class of Service screen. For
information about this screen, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
Verify that the extension has a COS that allows PSA.
Instructions
In our example, we specify the TTI State, the Record PSA/TTI Transactions, the class of
service, and the feature access codes set up for PSA.
To set up Personal Station Access:
1. Type change system-parameters features. Press Enter.
The Feature-Related System Parameters screen appears.
2. Complete the following fields. Press Enter.
a. Type voice in the TTI State field.
b. (Optional) Type y in the Log CTA/PSA/TTI Transactions in History Log field.
These fields display only when the Terminal Translation Initialization (TTI) Enabled
field on this screen is set to y.
3. Type change cos. Press Enter.
The Class of Service screen appears.
4. Type y in the Personal Station Access (PSA) 1 field. Press Enter.
5. Type change feature-access-codes. Press Enter.
The Feature Access Code (FAC) screen appears.
6. Complete the following fields. Press Enter.
a. Type #4 in the Personal Station Access (PSA) Associate Code field.
This is the feature access code you will use to activate Personal Station Access at a
telephone.
366
Administering Avaya Aura™ Communication Manager
May 2009
Creating a Station Security Code
b. Type #3 in the Dissociate Code field.
This is the feature access code you will use to deactivate Personal Station Access at a
telephone.
More information
You can allow users to place emergency and other calls from telephones that have been
dissociated. To enable this, you must first assign a class of restriction (COR) for
PSA-dissociated telephones. You do this on the Feature-Related System Parameters screen. In
addition, you must set the restrictions for this COR on the Class of Restriction screen.
If you want users to be able to place emergency calls from dissociated telephones, it is also a
good idea to have the system send calling party number (CPN) or automatic number
identification (ANI) information for these calls. To do this, you must set the CPN, ANI for
Dissociated Sets field to y on the Feature-Related System Parameters screen.
Related topics
See Changing Telecommuting Settings on page 378 for information on how to associate or
disassociate PSA.
See Setting Up Enterprise Mobility User on page 143 for information on how to set up the
Enterprise Mobility User feature.
Creating a Station Security Code
A Station Security Code (SSC) provides security to a station user by preventing other users
from accessing functions associated with the user’s station. Each station user can change their
own SSC if they know the station’s current settings.
You must create a system-wide SSC change feature access code (FAC) before users can
change their SSC. You must also provide users with their individual SSC. A user cannot change
a blank SSC.
Instructions
In our example, we set the station security code for a user. For information about the screens
referred in this topic, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
Administering Avaya Aura™ Communication Manager
May 2009
367
Chapter 10: Setting Up Telecommuting
To create a station security code:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Type #5 in the Station Security Code Change Access Code field. Press Enter.
This sets the access codes for this features. The Command prompt appears.
3. Type change system-parameters security. Press Enter.
The system displays the Security-Related System Parameters screen.
4. Type 4 in the Minimum Station Security Code Length field. Press Enter.
This determines the minimum required length of the Station Security Codes you enter on
the Station screen. Longer codes are more secure. If station security codes are used for
external access to telecommuting features, the minimum length should be 7 or 8.
5. Type change station 1234. Press Enter.
This is the station extension you configured for telecommuting. The system displays the
Station screen.
6. Type 4321 in the Security Code field. Press Enter.
Related topics
See Avaya Aura™ Communication Manager Screen Reference, 03-602878, for information
about and field descriptions on the Station screen.
See Station Security Codes in Avaya Aura™ Communication Manager Feature Description and
Implementation (555-245-205) for a description of the Station Security Codes feature.
Assigning an Extender Password
Communication Manager allows you assign an extender password to a user. You can assign
one password for each Communication Manager port.
Before you start
Use the Remote Extender PC in the server room to perform this procedure.
368
Administering Avaya Aura™ Communication Manager
May 2009
Assigning an Extender Password
Instructions
In this example, we will set a system-generated random password for a user named John Doe.
To assign an extender password:
1. Double-click the Security icon.
The system displays the Password Manager screen.
2. Double-click User Password for User 01.
3. Select Enable Password to enable the password.
4. Click random.
This means that the password is a system generated random number. The system
displays a 10-digit number in the Password field. Take note of this number, your user will
need it at home to access the server running Communication Manager.
5. Type Doe, John and click OK.
This is the last name and first name of the user. The system returns you to the Password
Manager screen.
6. Select CommLink:Select Cards.
A screen containing a list of cards (for example, Card A, Card B, and so on) appears. Each
card corresponds to a port on your Avaya S8XXX Server.
7. Select Card A and click OK.
The system returns you to the Password Manager screen.
8. Select CommLink:Upload Password.
The error message screen appears with the message Administrator password not
loaded".
9. Click OK.
The system displays the Administrator screen.
10. Type 123456 and click OK.
This is the administrator’s password.
11. Select CommLink:Upload Password.
The password is uploaded.
12. When upload is complete, click OK.
The system returns you to the Password Manager screen.
13. Select File:Save As.
The Save As screen appears.
Administering Avaya Aura™ Communication Manager
May 2009
369
Chapter 10: Setting Up Telecommuting
14. Type doe.fil in the File field and click OK.
The system saves the User01 information.
Setting up Call Forwarding
Communication Manager allows you to change your call forwarding from any on-site or off-site
location.
Instructions
In our example, we assign the feature access codes and class of service to set up call
forwarding. This allows your users to forward their calls to another extension. For information
about the screens referred in this topic, see Avaya Aura™ Communication Manager Screen
Reference, 03-602878.
To set up call forwarding:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Set a 2-digit access code for the following fields. Press Enter.
a. Type *8 in the Extended Call Fwd Activate Busy D/A field.
b. Type *7 in the Extended Call Fwd Activate All field.
c. Type *6 in the Extended Call Fwd Activate Deactivation field.
This sets the access codes for these features. The Command prompt appears.
3. Type change cos. Press Enter.
The system displays the Class of Service screen.
4. Set the following fields to y.
●
Extended Forwarding All
●
Extended Forwarding B/DA
This allows you to change the forwarding of all your calls from an off-site location.
5. Set the Restrict Call Fwd-Off Net field to n. Press Enter.
This allows your users to forward calls off-site.
370
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Call Forwarding
Interactions
●
Bridged Appearance
When the pound key (#) is pressed from a bridged appearance immediately following any
of this feature’s four feature access codes (FACs), the system assumes that the currently
active bridged extension will be administered. The station security code of the currently
active bridged extension must be entered after the initial # to successfully complete the
command sequence.
If the station has only bridged appearances, the station’s extension must be dialed after
the FAC to successfully complete the command sequence, since the station’s extension is
not associated with any appearances.
●
Distributed Communications System
Assign a different telecommuting access extension for each server running
Communication Manager. You can use Extended User Administration of Redirected Calls
from any of the DCS nodes, but you must dial the extension of the node on which your
station is defined before dialing the FAC.
●
Tenant Partitioning
The telecommuting access extension is always automatically assigned to Tenant Partition
1, so it can be accessed by all tenants.
The tenant number of the extension being administered must be accessible by the tenant
number from which the Extended User Administration of Redirected Calls FAC is dialed or
the request is denied. If the FAC is dialed on site, the tenant number of the station or
attendant must have access to the tenant number of the extension administered. If the
FAC is dialed off site, the tenant number of the incoming trunk must have access to the
tenant number of the extension administered.
Related topics
See Changing Telecommuting Settings on page 378 for information on how to change call
forwarding.
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for a description of the Call Forwarding feature.
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for a description of the Tenant Partitioning feature.
Administering Avaya Aura™ Communication Manager
May 2009
371
Chapter 10: Setting Up Telecommuting
Assigning Coverage Options
Communication Manager allows you to assign two previously administered coverage paths and/
or time of day coverage tables on the Station screen. This allow telecommuters to alternate
between the two coverage paths and/or time of day coverage tables administered to better
control how their telephone calls are handled.
For information about creating a coverage path, see Creating coverage paths on page 184. For
information about creating a time of day coverage table, see Assigning a coverage path to
users on page 185.
Instructions
In our example, we assign two coverage options so a user can choose from either option to
control how their calls are handled. For information about the screens referred in this topic, see
Avaya Aura™ Communication Manager Screen Reference, 03-602878.
To assign 2 coverage options:
1. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
2. Type #9 in the Change Coverage Access Code field. Press Enter.
3. Type change cor 1. Press Enter.
The system displays the Class of Restriction screen.
4. In the Can Change Coverage field, type y. Press Enter to save your work.
The Command prompt appears.
5. Type change station 1234. Press Enter.
This is the station extension you configured for telecommuting. The Station screen
appears.
6. Complete the following fields:
a. Type 2 in the Coverage Path 1 field.
b. Type 8 in the Coverage Path 2 field.
Related topics
See Coverage Path in Avaya Aura™ Communication Manager Screen Reference, 03-602878,
for information about and field descriptions on the Coverage Path screen.
372
Administering Avaya Aura™ Communication Manager
May 2009
Installing Home Equipment
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for a description of the Call Coverage feature.
See Changing Telecommuting Settings on page 378 for information on how to alternate your
coverage path option.
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for information about the Extended User Administration of Redirected Calls
feature.
Installing Home Equipment
Communication Manager allows you to install equipment in your home so that you can utilize
system facilities from off-site.
Before you start
You can also set up telecommuting with an IP (internet protocol) telephone or IP Softphone. For
example, see Adding an H.323 Softphone on page 88 for more information.
For DCP telecommuting, you need the following equipment:
●
Communication Manager extender remote module
●
DCP sets (office and home must match)
Configure a feature access code for associating your home number to your office number. For
information about configuring an associate feature access code, see Setting up Personal
Station Access on page 365.
Instructions
Installing home equipment
To install your home equipment:
1. Plug the telephone cord into the slot labeled line on the back of the module and into the
wall jack.
2. Plug the telephone cord into the slot labeled port on the back of the module and into the
slot labeled line on the telephone.
Administering Avaya Aura™ Communication Manager
May 2009
373
Chapter 10: Setting Up Telecommuting
3. Plug the power cord into slot labeled power on the back of the module and the wall socket.
The telephone display Go Online appears.
4. Press 3 (Nxt).
The telephone display Set Phone Number appears.
5. Press 2 (OK) to set the telephone number.
6. Type 5551234. Press Drop.
This is the assigned analog telephone number. In some areas, you might need to include
your area code (for example, 3035551234). The telephone display Set Phone Number
appears.
7. Press 1(Prv).
This returns you to the Go Online telephone display.
8. Press 2 (OK).
The module dials the number. When the modules connect, the telephone display Enter
Password appears.
9. Type 0123456789. Press Drop.
Associating your office telephone number to the home station
To associate your telephone number:
1. On your home station, type #4.
This is the associate feature access code.
2. Type 4321. Press #.
This is your extension number.
3. Type 1996. Press #.
This is your password.
Disassociating your home station
To disassociate your home station:
1. Press Hold four times.
Related topics
See Configuring Communication Manager for Telecommuting on page 363 for step-by-step
instructions on how to configure your office equipment.
374
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Access
See Changing Telecommuting Settings on page 378 for step-by-step instructions on how to use
your home station.
Setting up Remote Access
Remote Access permits a caller located outside the system to access the server running
Communication Manager through the public or private network and then use the features and
services of the system.
Remote Access users can dial into the system using central office (CO), Foreign Exchange
(FX), Wide Area Telecommunications trunks (WATS), and Integrated Services Digital Network
Primary Rate Interface (ISDN-PRI) trunks. In addition, a dedicated Remote Access Direct
Inward Dialing number can be provided.
!
SECURITY ALERT:
SECURITY ALERT:
Avaya has designed the Remote Access feature incorporated in this product that,
when properly administered by the customer, will enable the customer to
minimize the ability of unauthorized persons to gain access to the network. It is
the customer’s responsibility to take the appropriate steps to properly implement
the features, evaluate and administer the various restriction levels, protect access
codes and distribute them only to individuals who have been advised of the
sensitive nature of the access information. Each authorized user should be
instructed concerning the proper use and handling of access codes.
In rare instances, unauthorized individuals make connections to the
telecommunications network through use of remote access features. In such an
event, applicable tariffs require that the customer pay all network charges for
traffic. Avaya cannot be responsible for such charges, and will not make any
allowance or give any credit for charges that result from unauthorized access.
If you do not intend to use Remote Access now or in the future, you can permanently disable
the feature. If you do decide to permanently disable the feature, it will require Avaya Services
intervention to activate the feature again.
Before you start
Configure the Incoming Destination and Night Service fields on the CO Trunk screen. For
information about configuring a CO trunk, see Adding a CO, FX, or WATS trunk group on
page 407.
Verify that the Authorization Codes field on the System Parameters Customer-Options
(Optional Features) screen is set to y.
Administering Avaya Aura™ Communication Manager
May 2009
375
Chapter 10: Setting Up Telecommuting
Verify that the SVN Authorization Code Violation Notification Enabled field on the
Security-Related System Parameters screen is set to y.
Instructions
Setting up remote access
In our example, we set up a remote access extension with maximum security. This assists you
in blocking unauthorized people from gaining access to your network.
To set up remote access:
1. Type change remote-access. Press Enter.
The system displays the Remote Access screen.
2. Type 1234 in the Remote Access Extension field.
This is the extension specified in the Incoming Destination field on the CO Trunk screen.
3. Type 7 in the Barrier Code Length field.
This is the number of digits your barrier code must be when entered.
4. Type y in the Authorization Code Required field.
This means you must also enter an authorization code when you access the system’s
Remote Access facilities. For information about setting up access codes, see Setting up
Authorization Codes on page 392.
5. Type y in the Remote Access Dial Tone field.
This means you hear dial tone as a prompt to enter your authorization code.
6. Type 1234567 in the Barrier Code field.
This is the 7-digit barrier code you must enter to access the system’s Remote Access
facilities.
7. Type 1 in the COR field.
This is the class of restriction (COR) number associated with the barrier code that defines
the call restriction features.
8. Type 1 in the TN field.
This is the Tenant Partition (TN) number.
9. Type 1 in the COS field.
This is the class of service (COS) number associated with the barrier code that defines
access permissions for Call Processing features.
376
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Remote Access
10. Type 01/01/04 in the Expiration Date field.
This is the date the barrier code expires. A warning message is displayed on the system
copyright screen seven days before the expiration date. The system administrator can
modify the expiration date to extend the time interval, if necessary.
11. Type y in the Disable Following A Security Violation field.
This disables the remote access feature following detection of a remote access security
violation.
12. Press Enter to save your work.
Disabling remote access permanently
To disable remote access permanently:
1. Type change remote-access. Press Enter.
The system displays the Remote Access screen.
2. Type y in the Permanently Disable field.
If you permanently disable this feature, it requires Avaya Services intervention to
reactivate the feature. There is a charge for reactivation of this feature.
3. Press Enter to save your work.
!
CAUTION:
CAUTION:
Your attempt to disable the Remote Access feature will be lost if the server
running Communication Manager is rebooted without saving translations.
Therefore, execute a save translation command after permanently disabling
the Remote Access feature.
Using Secure Shell for remote login
You can log in remotely to the following platforms using Secure Shell (SSH) as a secure
protocol:
●
G350 Media Gateway
●
S8300, S8400, S8500, or S8700-Series Server Linux command line
●
Communication Manager System Administration Terminal (SAT) interface on an Avaya
S8XXX Server using port 5022.
The SSH capability provides a highly secure method for remote access. The capability also
allows a system administrator to disable Telnet when it is not needed, making for a more secure
system. For details on disabling Telnet, see Turning off Telnet for increased security.
Administering Avaya Aura™ Communication Manager
May 2009
377
Chapter 10: Setting Up Telecommuting
Note:
Note:
The client device for remote login must also be enabled and configured for SSH.
Refer to your client P.C. documentation for instructions on the proper commands
for SSH.
More information
Remote Access provides you with access to the system and its features from the public
network. This allows you to make business calls from home or use Recorded Telephone
Dictation Access to dictate a letter. If authorized, you can also access system features from any
on-site extension.
With Remote Access you can dial into the system using Direct Inward Dialing (DID), Central
Office (CO), Foreign Exchange (FX), or 800 Service trunks. When a call comes in on a trunk
group dedicated to Remote Access, the system routes the call to the Remote Access extension
you have assigned. If DID is provided and the Remote Access extension is within the range of
numbers that can be accessed by DID, Remote Access is accessed through DID.
Barrier codes provide your system security and define calling privileges through the
administered COR. You can administer up to 10 barrier codes, each with a different COR and
COS. Barrier codes can be from 4 to 7 digits, but all codes must be the same length. You can
also require that users enter an authorization code to use this feature. Both barrier codes and
authorization codes are described under Setting up Authorization Codes on page 392.
Related topics
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for a description of the Remote Access feature.
Changing Telecommuting Settings
Communication Manager allows you to associate and disassociate PSA, change the coverage
path for your station, change the extension to which you forward your calls, and change your
personal station’s security code.
Before you start
Configure PSA. For information about configuring PSA, see Setting up Personal Station
Access on page 365.
378
Administering Avaya Aura™ Communication Manager
May 2009
Changing Telecommuting Settings
Assign two coverage options for your system. For information on how to assign coverage
options, see Assigning Coverage Options on page 372.
Configure call forwarding for your system. For information about configuring call forwarding, see
Setting up Call Forwarding on page 370.
Configure security codes for a station. For information about configuring personal station
security codes, see Assigning an Extender Password on page 368.
Instructions
Associating PSA
In this example, we associate PSA (preferences and permissions) assigned to your station with
another compatible terminal.
To associate PSA:
1. Dial #4.
This is the associate PSA feature access code. You hear dial tone.
2. Type 1234. Press #.
This is your extension.
3. Type 4321. Press #.
This is your Station Security Code. You hear a confirmation tone.
Disassociating PSA
In our example, we disassociate PSA from the station you are using.
To disassociate PSA:
1. Dial #3.
This is the disassociate PSA feature access code. You are no longer PSA associated to
this station.
Changing a coverage option
In this example, we change the coverage option from path 1 to path 2 from a remote location.
To change a coverage option:
1. Dial 1234.
This is the extension you configured for telecommuting. You hear dial tone.
Administering Avaya Aura™ Communication Manager
May 2009
379
Chapter 10: Setting Up Telecommuting
2. Dial #9. Press #.
This is the feature access code you set for changing a coverage path. You hear dial tone.
3. Dial 4321. Press #.
This is the extension for which you want to change the coverage path.
4. Dial 87654321. Press #.
This is the extension security code.
5. Dial 2.
This is the new coverage path. You hear confirmation tone.
Changing call forwarding
In this example, we change call forwarding to extension 1235.
To change call forwarding:
1. Dial 1234.
This is the extension you configured for telecommuting.
2. Dial #8. Press #.
This is the feature access code you set for activating extended call forward. You hear dial
tone.
3. Dial 4321. Press #.
This is the extension from which you want to forward calls.
4. Dial 87654321. Press #.
This is the extension security code. You hear dial tone.
5. Dial 1235.
This is the extension to which you want to forward calls. You hear the confirmation tone.
Changing your personal station security codes
In this example, we change the security code for extension 1235 from 98765432 to 12345678.
To change your security code:
1. Dial #5.
This is the feature access code you set for changing your security code. You hear dial
tone.
2. Dial 1235. Press #.
This is the extension for which you want to change the security code.
380
Administering Avaya Aura™ Communication Manager
May 2009
Changing Telecommuting Settings
3. Dial 98765432. Press #.
This is the current security code for the extension. You hear dial tone.
4. Dial 12345678. Press #.
This is the new security code. Security codes can be 3-8 digits long.
5. Dial 12345678. Press #.
This is to confirm your new security code. You hear the confirmation tone.
Note:
Note:
If you cannot change your security code, Manager 1 can clear the problem using
the Clear Audit Summary command.
Interrupting the command sequence for
personal station security codes
To interrupt the command sequence for personal station security codes:
1. To interrupt the command sequence before step 3, choose one of these options:
●
Hang up or press the disconnect or recall button before hearing intercept tone in step
3.
The system does not log an invalid attempt. You must restart the process at step 1.
●
Type * before the second # in step 3.
You must begin the change sequence at the point of entering your extension in step 2.
(You should not enter the FAC again.)
●
Type * after the FAC has been entered and before the final #.
You must restart the process at step1.
2. To interrupt the command sequence after step 3, type * in steps 4 or 5, you must begin the
change sequence at the point of entering the new station security code (SSC) in step 4.
If you hear intercept tone in any step, the command sequence has been invalidated for
some reason and you must restart the process at step 1.
If you hear intercept tone after step 3, the system logs an invalid attempt via the Security
Violations Notification (SVN) feature. This is true even if you attempt to interrupt the
change sequence with an asterisk.
Related topics
See Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for a description of the Security Violations Notification (SVN) feature.
Administering Avaya Aura™ Communication Manager
May 2009
381
Chapter 10: Setting Up Telecommuting
382
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 11: Enhancing System Security
Basic Security
Keeping your system secure
The following is a partial list you can use to help secure your system. It is not intended as a
comprehensive security checklist. See the Avaya Toll Fraud and Security Handbook,
555-025-600, for more information about these and other security-related features.
●
Secure the system administration and maintenance ports and/or logins on Communication
Manager using the Access Security Gateway. This optional password authentication
interface program is provided to customers with maintenance contracts.
●
Activate Security Violations Notification to report unsuccessful attempts to access the
system. Security Violations Notification lets you automatically disable a valid login ID
following a security violation involving that login ID and disable remote access following a
security violation involving a barrier code or authorization code.
●
Secure trunks using Automatic Route Selection (ARS), Class of Restriction (COR), Facility
Restriction Levels (FRLs) and Alternate Facility Restriction Levels (AFRLs), Authorization
Codes, Automatic Circuit Assurance (ACA), and Forced Entry of Account Codes (see Call
Detail Recording in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for more information).
●
You can log in remotely using Secure Shell (SSH) as a secure protocol. The SSH
capability provides a highly secure method for remote access. The capability also allows a
system administrator to disable Telnet when it is not needed, making for a more secure
system.
Activate Enhanced Call Transfer for your voice messaging system, if available. This limits
transfers to valid extensions, but you also need to restrict transfers to extensions that might
offer dial tone to the caller, such as screen extensions.
Administering Avaya Aura™ Communication Manager
May 2009
383
Chapter 11: Enhancing System Security
Preventing Toll Fraud
Top 15 tips to help prevent toll fraud
Toll Fraud Tips:
1. Protect system administration access
Make sure secure passwords exist for all logins that allow System Administration or
Maintenance access to the system. Change the passwords frequently.
Set logoff notification and forced password aging when administering logins. You must
assign passwords for these logins at setup time.
Establish well-controlled procedures for resetting passwords.
2. Prevent voice mail system transfer to dial tone
Activate "secure transfer" features in voice mail systems.
Place appropriate restrictions on voice mail access/egress ports.
Limit the number of invalid attempts to access a voice mail to five or less.
3. Deny unauthorized users direct inward system access (screen)
If you are not using the Remote Access features, deactivate or disable them.
If you are using Remote Access, require the use of barrier codes and/or authorization
codes set for maximum length. Change the codes frequently.
It is your responsibility to keep your own records regarding who is allowed to use which
authorization code.
4. Place protection on systems that prompt callers to input digits
Prevent callers from dialing unintended digit combinations at prompts.
Restrict auto attendants and call vectors from allowing access to dial tone.
5. Use system software to intelligently control call routing
Create Automatic Route Selection or World Class Routing patterns to control how each
call is to be handled.
Use "Time of Day" routing capabilities to limit facilities available on nights and weekends.
Deny all end-points the ability to directly access outgoing trunks.
6. Block access to international calling capability
When international access is required, establish permission groups.
Limit access to only the specific destinations required for business.
384
Administering Avaya Aura™ Communication Manager
May 2009
Preventing Toll Fraud
7. Protect access to information stored as voice
Password restrict access to voice mail mailboxes.
Use non-trivial passwords and change passwords regularly.
8. Provide physical security for telecommunications assets
Restrict unauthorized access to equipment rooms and wire connection closets.
Protect system documentation and reports data from being compromised.
9. Monitor traffic and system activity for abnormal patterns
Activate features that "turn off" access in response to unauthorized access attempts.
Use Traffic and Call Detail reports to monitor call activity levels.
10. Educate system users to recognize toll fraud activity and react appropriately
From safely using calling cards to securing voice mailbox password, train your users on
how to protect themselves from inadvertent compromises to the system’s security.
11. Monitor access to the dial-up maintenance port. Change the access password regularly
and issue it only to authorized personnel. Consider activating Access Security Gateway.
See Access Security Gateway in Avaya Aura™ Communication Manager Feature
Description and Implementation, 555-245-205, for more information.
12. Create a system-management policy concerning employee turnover and include these
actions:
a. Delete any unused voice mailboxes in the voice mail system.
b. Immediately delete any voice mailboxes belonging to a terminated employee.
c. Immediately remove the authorization code if a terminated employee had screen
calling privileges and a personal authorization code.
d. Immediately change barrier codes and/or authorization codes shared by a terminated
employee. Notify the remaining users of the change.
e. Remove a terminated employee’s login ID if they had access to the system
administration interface. Change any associated passwords immediately.
13. Back up system files regularly to ensure a timely recovery. Schedule regular, off-site
backups.
14. Callers misrepresenting themselves as the "telephone company," "AT&T," "RBOCS," or
even known employees within your company might claim to be testing the lines and ask to
be transferred to "900," "90," or ask the attendant to do "start 9 release." This transfer
reaches an outside operator, allowing the unauthorized caller to place a long distance or
international call. Instruct your users to never transfer these calls. Do not assume that if
"trunk to trunk transfer" is blocked this cannot happen.
Administering Avaya Aura™ Communication Manager
May 2009
385
Chapter 11: Enhancing System Security
Hackers run random generator PC programs to detect dial tone. Then they revisit those lines to
break barrier codes and/or authorization codes to make fraudulent calls or resell their services.
They do this using your telephone lines to incur the cost of the call. Frequently these call/sell
operations are conducted at public payphones located in subways, shopping malls, or airport
locations. See Setting up Security Violations Notification on page 395 to prevent this happening
to your company.
Physical Security
Physical security is your responsibility. Implement the following safeguards as an added layer of
security:
1. Unplug and secure attendant console handsets when the attendant position is not in use.
2. Lock wiring closets and server rooms.
3. Keep a log book register of technicians and visitors.
4. Shred all Communication Manager information or directories you discard.
5. Always demand verification of a technician or visitor by asking for a valid I.D. badge.
6. Keep any reports that might reveal trunk access codes, screen barrier codes, authorization
codes, or password information secure.
7. Keep the attendant console and supporting documentation in an office that is secured with
a changeable combination lock. Provide the combination only to those individuals who
need to enter the office.
8. Keep any documentation pertaining to Communication Manager operation secure.
9. Label all backup tapes or flash cards with correct dates to avoid using an outdated one
when restoring data. Be sure that all backup media have the correct generic software load.
System Security Checklist
Here’s some of the steps required for indemnification. Use these to analyze your system
security.
1. Remove all default factory logins of cust, rcust, browse, nms, and bcms and assign
unique logins with 7-character alphanumeric passwords and a 90-day password aging.
Use the list logins command to find out what logins are there.
2. If you do not use Remote Access, be sure to disable it permanently.
386
Administering Avaya Aura™ Communication Manager
May 2009
System Security Checklist
Tip:
Tip:
You can use the display remote-access command to check the status of
your remote access.
To disable Remote Access, on the Remote Access screen, in the Permanently Disable
field, type y.
Note:
Note:
Avaya recommends that you permanently disable Remote Access using the
change remote-access command. If you do permanently disable Remote
Access, the code is removed from the software. Avaya charges a fee to restore
the Remote Access feature.
3. If you use Remote Access, but only for internal calls, change announcements or remote
service observing.
a. Use a 7-digit barrier code.
b. Assign a unique COR to the 7-digit barrier code.
The unique COR must be administered where the FRL is 0, the Calling Party
Restriction field is outward, the Calling Permissions field is n on all unique Trunk
Group COR.
c. Assign Security Violation Notification Remote to 10 attempts in 2 minutes.
d. Set the aging cycle to 90 days with 100 call limit per barrier code.
4. If you use Remote Access to process calls off-net or in any way access the public network:
a. Use a 7-digit barrier code.
b. Assign a unique COR to the barrier code.
c. Restrict the COR assigned to each barrier code by FRL level to only the required
calling areas to conduct business.
d. Set the aging cycle to 90 days with 100 call limit per barrier code.
e. Suppress dial tone where applicable.
f. Administer Authorization Codes.
g. Use a minimum of 11 digits (combination of barrier codes and authorization codes).
h. Assign Security Violation Notification Remote to 10 attempts in 2 minutes.
5. If you use vectors:
a. Assign all Vector Directory Numbers (VDN) a unique COR. See Avaya Aura™ Call
Center 5.2 Automatic Call Distribution (ACD) Reference, 07-602568, and Avaya
Aura™ Call Center 5.2 Call Vectoring and Expert Agent selection (EAS) Reference,
07-600780, for more information.
Administering Avaya Aura™ Communication Manager
May 2009
387
Chapter 11: Enhancing System Security
Note:
Note:
The COR associated with the VDN dictates the calling privileges of the VDN/
vector. High susceptibility to toll fraud exists on vectors that have "collect digits"
steps. When a vector collects digits, it processes those digits back to
Communication Manager and if the COR of the VDN allows it to complete the call
off-net, it will do so. For example, the announcement "If you know your party’s
4-digit extension number, enter it now" results in 4 digits being collected in step 6.
If you input "90##" or "900#", the 4 digits are analyzed and if "9" points towards
ARS and "0" or "00" is assigned in the ARS Analysis Tables and the VDN COR
allows it, the call routes out of the server to an outside local exchange or long
distance operator. The operator then connects the call to the requested number.
b. If vectors associated with the VDN do not require routing the call off-net or via AAR,
assign a unique COR where the FRL is 0, the Calling Party Restriction field is
outward, the Calling Permissions field is n on all unique Trunk Group COR.
c. If the vector has a "route-to" step that routes the call to a remote server via AAR,
assign a unique COR with a unique ARS/AAR Partition Group, the lowest FRL to
complete an AAR call, and n on all unique COR assigned to your public network
trunking facilities on the Calling Permissions. Assign the appropriate AAR route
patterns on the AAR Partition Group using the change aar analysis partition
x 2 command.
Tip:
Tip:
You can use the display aar analysis print command to print a copy of
your Automatic Alternate Routing (AAR) setup before making any changes. You
can use the printout to correct any mistakes.
d. If the vector has a "route-to" step that routes the call to off-net, assign a unique COR
with a unique ARS/AAR Partition Group, the lowest FRL to complete an ARS call, and
n on all unique COR assigned to your public network trunking facilities on the Calling
Permissions. Assign the appropriate complete dial string in the "route-to" step of the
vector the unique ARS Partition Group using the change ars analysis
partition x 2 command.
6. On the Feature Access Code (FAC) screen, Facility Test Calls Access Code, the Data
Origination Access Code, and the Data Privacy Access Code fields, change from the
default or remove them. For information about the Feature Access Code (FAC) screen,
see Avaya Aura™ Communication Manager Screen Reference, 03-602878.
Note:
Note:
These codes, when dialed, return system dial tone or direct access to outgoing
trunking facilities. Transfers to these codes can take place via an unsecured
vector with "collect digits" steps or an unsecured voice mail system.
7. Restrict Call Forwarding Off Net on every class of service.
See Avaya Aura™ Communication Manager Screen Reference, 03-602878, for more
information on Class of Service.
388
Administering Avaya Aura™ Communication Manager
May 2009
System Security Checklist
Note:
Note:
You cannot administer loop-start trunks if Call Forwarding Off Net is required.
8. If loop start trunks are administered on Communication Manager and cannot be changed
by the Local Exchange Company, block all class of service from forwarding calls off-net. In
the Class of Service screen, Restriction Call Fwd-Off Net field, set to y for the 16 (0-15)
COS numbers.
See Avaya Aura™ Communication Manager Screen Reference, 03-602878, for more
information on Class of Service.
Note:
Note:
If a station is call forwarded off-net and an incoming call to the extension
establishes using a loop-start trunk, incorrect disconnect supervision can occur at
the Local Exchange Central Office when the call terminates. This gives the caller
recall or transfer dial tone to establish a fraudulent call.
9. Administer Call Detail Recording on all trunk groups to record both incoming and outgoing
calls.
See Collecting Information About Calls on page 579 for more information.
10. On the Route Pattern screen, be careful assigning route patterns with an FRL of 0; these
allow access to outgoing trunking facilities. Avaya recommends assigning routes with an
FRL of 1 or higher.
Note:
Tip:
Note:
An exception might be assigning a route pattern with an FRL of 0 to be used for
911 calls so even restricted users can dial this in emergencies.
Tip:
You can use the list route-pattern print command to print a copy of
your FRLs and check their status.
11. On all Trunk Group screens, set the Dial Access field to n. If set to y, it allows users to dial
Trunk Access Codes, thus bypassing all the ARS call screening functions.
See the Trunk Group section of Avaya Aura™ Communication Manager Screen
Reference, 03-602878, for more information.
12. On the AAR and ARS Digit Analysis Table, set all dial strings not required to conduct
business to den (deny). For information about this screen, see Avaya Aura™
Communication Manager Screen Reference, 03-602878.
13. If you require international calling, on the AAR and ARS Digit Analysis Table, use only the
011+ country codes/city codes or specific dial strings.
14. Assign all trunk groups or same trunk group types a unique Class of Restriction. If the
trunk group does not require networking through Communication Manager, administer the
Class of Restriction of the trunk group where the FRL is 0, the Calling Party Restriction
field is outward, and all unique Class of Restriction assigned to your outgoing trunk
groups are n. See Class of Restriction in Avaya Aura™ Communication Manager Screen
Reference, 03-602878, for more information.
Administering Avaya Aura™ Communication Manager
May 2009
389
Chapter 11: Enhancing System Security
Tip:
You can use the list trunk-group print command to have a printout of all
your trunks groups. Then, you can use the display trunk-group x
command (where x is the trunk group) to check the COR of each trunk group.
Tip:
15. For your CM Messaging, on the System Appearance screen, set:
Note:
●
the Enhanced Call Transfer field to y.
●
the Transfer Type field to enhanced. If set to basic, set the Transfer Restriction
field to subscribers. See Feature-Related System Parameters in Avaya Aura™
Communication Manager Screen Reference, 03-602878, for more information.
Note:
The COR of the voice mail ports dictates the calling restrictions of the voice mail.
If the above settings are not administered correctly, the possibility exists to
complete a transfer to trunk access codes or ARS/AAR feature codes for
fraudulent purposes. Never assign mailboxes that begin with the digits or trunk
access codes of ARS/AAR feature access codes. Require your users to use a
mailbox password length greater than the amount of digits in the extension
number.
16. Avaya recommends you administer the following on all voice mail ports:
Note:
●
Assign all voice mail ports a unique COR. See Class of Restriction in Avaya Aura™
Communication Manager Screen Reference, 03-602878, for more information.
●
If you are not using outcalling, fax attendant, or networking, administer the unique
COR where the FRL is 0, the Calling Party Restriction field is outward, and all
unique trunk group COR on the Calling Permissions are n. See Class of Restriction in
Avaya Aura™ Communication Manager Screen Reference, 03-602878, for more
information.
Note:
Avaya recommends you administer as many layers of security as possible. You
can implement Step 9 and Step 16 as a double layer of security. In the event that
the voice mail system becomes unsecured or compromised for any reason, the
layer of security on Communication Manager takes over, and vice versa.
17. Administer all fax machines, modems, and answering machines analog voice ports as
follows:
●
Set the Switchhook Flash field to n.
●
Set the Distinctive Audible Alert field to n. See Station in Avaya Aura™
Communication Manager Screen Reference, 03-602878, for more information.
18. Install a Call Accounting System to maintain call records. In the CDR System Parameters
screen, Record Outgoing Calls Only field, set to y. See CDR System Parameters in
Avaya Aura™ Communication Manager Screen Reference, 03-602878, for more
information.
390
Administering Avaya Aura™ Communication Manager
May 2009
Administering User Profiles and Logins
19. Call Accounting Systems produce reports of call records. It detects telephones that are
being hacked by recording the extension number, date and time of the call, and what digits
were dialed.
Administering User Profiles and Logins
Authentication, Authorization and Accounting (AAA) Services allows you to store and maintain
administrator account (login) information on a central server. Login authentication and access
authorization is administered on the central server.
For details on administering user profiles and logins, see AAA Services in Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-205, and
Maintenance Commands for Avaya Aura™ Communication Manager, 03-300431.
Using Access Security Gateway (ASG)
For more information on ASG, see Access Security Gateway in Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205.
For more information on SVN, see Security Violations Notification in Avaya Aura™
Communication Manager Feature Description and Implementation, 555-245-205.
Using Busy Verify
This section shows you how to use Busy Verify (also known as Busy Verification) to help find
fraud problems.
When you suspect toll fraud, you can interrupt the call on a specified trunk group or extension
number and monitor the call in progress. Callers will hear a long tone to indicate the call is being
monitored.
Administering Avaya Aura™ Communication Manager
May 2009
391
Chapter 11: Enhancing System Security
!
SECURITY ALERT:
SECURITY ALERT:
Listening to someone else’s calls might be subject to federal, state, or local laws,
rules, or regulations. It might require the consent of one or both of the parties on
the call. Familiarize yourself with all applicable laws, rules, and regulations and
comply with them when you use this feature.
Before you start
On the Trunk Group screen - page 1, verify the Dial Access field is y. If it is not, contact your
Avaya technical support representative.
Instructions
To use busy verify:
1. Type change station xxxx, where xxxx is the station to be assigned the busy verify
button. Press Enter.
The system displays the Station screen. For this example, enter extension 1014. Press
Next Page until you see the Site Data fields.
2. In the BUTTON ASSIGNMENTS area, type verify.
3. Press Enter to save your changes.
4. To activate the feature, press the Verify button on the telephone and then enter the Trunk
Access Code and member number to be monitored.
Setting up Authorization Codes
Authorization codes provide the means for extending control of system users’ calling privileges.
They extend calling-privilege control and provide an extra level of security for remote-access
callers.
Note:
Note:
To maintain system security, Avaya recommends you use authorization codes.
See the Avaya Toll Fraud and Security Handbook, 555-025-600 for more information.
392
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Authorization Codes
Before you start
On the screen, verify the Authorization Codes field is y. If not, contact your Avaya
representative. This field turns on the feature and permits you to selectively specify levels of
calling privileges that override in-place restrictions.
Instructions
To set up authorization codes:
1. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen.
2. Click Next until you find the Authorization Code Enabled field.
3. In the Authorization Code Enabled field, type y.
This enables the Authorization Codes feature on a system-wide basis.
4. In the Authorization Code Length field, type 7.
This defines the length of the Authorization Codes your users need to enter. To maximize
the security of your system, Avaya recommends you make each authorization code the
maximum length allowed by the system.
5. In the Authorization Code Cancellation Symbol field, leave the default of #.
This is the symbol a caller must dial to cancel the 10-second wait period during which your
user can enter an authorization code.
6. In the Attendant Time Out Flag field, leave the default of n.
This means a call is not to be routed to the attendant if a caller does not dial an
authorization code within 10 seconds or dials an invalid authorization code.
7. In the Display Authorization Code field, type n.
This prevents the authorization code from displaying on telephone sets thus maximizing
your security.
8. Press Enter to save your changes.
9. Type change authorization-code nnnn, where nnnn is the authorization code.
Press Enter.
The system displays the Authorization Code - COR Mapping screen.
10. In the AC field, enter the authorization code your users must dial.
In this example, type 4285193. The number of digits entered must agree with the number
assigned in the Feature-Related System Parameters screen, Authorization Code Length
field.
Administering Avaya Aura™ Communication Manager
May 2009
393
Chapter 11: Enhancing System Security
Note:
Note:
Remember, all authorization codes used in the system must be the same length.
11. In the COR field, enter the desired Class of Restriction number from 0 through 95.
In our example, type 1.
12. Type change trunk-group n, where n is the assigned trunk group number. Press
Enter.
The system displays the Trunk Group screen.
13. In the Auth Code field, enter y to require callers to enter an authorization code in order to
tandem a call through an AAR or ARS route pattern. The code will be required even if the
facility restriction level of the incoming trunk group is normally sufficient to send the call out
over the route pattern.
14. Press Enter to save your changes.
Related topics
See Class of Restriction in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for more information on setting up dialing out restrictions.
See Administering Network Connectivity on Avaya Aura™ Communication Manager,
555-233-504, for more information on using trunk access codes.
See Facility Restriction Levels and Traveling Class Marks Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205, and Route Pattern in Avaya
Aura™ Communication Manager Screen Reference, 03-602878, for more information on
assigning Facility Restriction Levels.
See Call Detail Recording in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, and Station in Avaya Aura™ Communication Manager Screen
Reference, 03-602878, for more information on using Call Detail Recording (CDR) on station
telephones.
See Class of Restriction and Station in Avaya Aura™ Communication Manager Screen
Reference, 03-602878, for more information on using Class of Restriction (COR) on station
telephones.
See Remote Access in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for more information on allowing authorized callers to access the
system from remote locations.
See Barrier Codes in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, on page 1341, for information on barrier codes.
See AAA Services in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, and Maintenance Commands for Avaya Aura™ Communication
Manager, 03-300431 for details on administering user profiles and logins.
394
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Security Violations Notification
Setting up Security Violations Notification
This section shows you how to use Security Violations Notification (SVN) to set security-related
parameters and to receive notification when established limits are exceeded. You can run
reports related to invalid access attempts. You also can disable a login ID or remote access
authorization that is associated with a security violation.
When a security violation has occurred, there are steps that you can take to be sure that this
same attempt is not successful in the future. See the Avaya Toll Fraud and Security Handbook,
555-025-600, for more information.
Instructions
To set up Security Violations Notification:
1. Type change system-parameters security. Press Enter.
The system displays the Security-Related System Parameters screen.
2. In the SVN Login Violation Notification Enabled field, type y.
This sets Security Violations Notification login violation notification.
Note:
Note:
If you are not using Security Violation Notification for logins, type n in the SVN
Login Violation Notification Enabled field and go to Step 6.
3. In the Originating Extension field, type 3040.
This becomes the telephone extension for the purpose of originating and identifying SVN
referral calls for login security violations.
4. In the Referral Destination field, type attd to send all calls to the attendant.
This is the telephone extension that receives the referral call when a security violation
occurs.
5. Press Enter to save your changes.
Note:
Note:
If you are not using Remote Access, go to Step 9.
6. (Optional) Type change remote-access. Press Enter.
The system displays the Remote Access screen.
7. (Optional) In the Disable Following A Security Violation field, type y.
This disables Remote Access following detection of a remote access security violation.
8. (Optional) Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
395
Chapter 11: Enhancing System Security
9. Type change station xxxx, where xxxx is the station to be assigned the notification
halt button. Press Enter.
The system displays the Station screen.
10. In the BUTTON ASSIGNMENTS section, type one of the following:
Note:
●
asvn-halt — The Authorization Code Security Violation Notification call is activated
when an authorization code security violation is detected. This applies only if you are
using authorization codes.
●
lsvn-halt — The Login Security Violation Notification call is activated a referral call
when a login security violation is detected.
●
rsvn-halt — The Remote Access Barrier Code Security Violation Notification call is
activated as a call referral. This applies only if you are using Remote Access barrier
codes.
●
ssvn-halt — The Station Code Security Violation Notification call is activated when a
station code security violation is detected. This applies only if you are using station
codes.
Note:
Any of the above 4 security violations will cause the system to place a notification
call to the designated telephone. The call continues to ring until answered. To
stop notification of any further violations, press the button associated with the
type of violation.
11. Press Enter to save your changes.
Enhanced security logging
Enhanced security logging increases the granularity of logging of user activity, and allows you
to specify an external server or Linux syslog to which to send a copy of system logs. Enhanced
security logging consolidates several existing Communication Manager log files, and routes
copies of the files to an industry standard external log server or the internal Linux syslog.
SAT activities are logged according to a logging level set by the administrator using the SAT
Logging Levels screen.
On the Integrated Management Maintenance Web Pages, use the Syslog Server web screen to
enable or disable the ability to send logs to an external server, and to specify the logs to be
sent. Figure 52 shows the Syslog Server screen with the options that you can administer for this
feature.
396
Administering Avaya Aura™ Communication Manager
May 2009
Using Station Lock
Figure 52: Syslog Server web page
Using Station Lock
With the Station Lock feature, users can lock the telephone to prevent others from placing
outgoing calls from the telephone.
A user with an analog telephone uses a feature access code (FAC) to lock the telephone. A
user with a digital telephone can use a feature access code (FAC) or a feature button to lock the
telephone. Station Lock:
●
Blocks unauthorized outgoing calls
●
Allows outgoing emergency calls
●
Allows incoming calls
The feature button lights when the user presses the button to activate Station Lock. Then, when
a user attempts to place an outgoing call, the system generates a special dial tone to indicate
that the Station Lock feature is active.
If a digital telephone has a feature button for Station Lock, but uses a FAC to activate the
feature, the LED lights. The system does not generate the special tone.
Administering Avaya Aura™ Communication Manager
May 2009
397
Chapter 11: Enhancing System Security
If a digital telephone does not have a feature button for Station Lock, and uses a FAC to
activate the feature, the system generates the special tone.
Avaya recommends that a user of a digital telephone use a Station Lock button, instead of a
FAC, to activate Station Lock.
Any user who knows the system-wide FAC for Station Lock, and the Station Security Code
(SSC) of a specific telephone, can lock or unlock the telephone.
A user can also lock or unlock a telephone from a remote location.
The attendant console can lock or unlock other telephones. The attendant console cannot be
locked.
Note:
Avaya recommends digital telephones use a Station Lock button rather than a
feature access code.
Note:
Setting Station Lock
We will set Station Lock to allow authorized users to access the system through a particular
station.
Before you start
●
Be sure the Station Lock COR field on the Class of Restriction screen has the COR the
user is using to define the calling restrictions.
Instructions
We will set Station Lock on a digital telephone (extension 7262):
1. Type change station 7262. Press Enter.
2. In the Security Code field, enter a security code of up to 8 digits.
In the COR field, leave the default at 1.
3. In the BUTTON ASSIGNMENTS section, type sta-lock.
4. Press Enter to save your changes.
5. Type change cor 1. Press Enter.
6. In the Calling Party Restriction field, type none.
This means that no calling party restrictions exist on extension 7262.
7. In the Station Lock COR field, type 2.
8. Press Enter to save your changes.
398
Administering Avaya Aura™ Communication Manager
May 2009
Using Station Lock
9. Type change cor 2. Press Enter.
10. In the Calling Party Restriction field, verify it is outward.
11. Press Enter to save your changes.
Now when extension 7262 activates Station Lock, calling restrictions are determined by
the Station Lock COR, COR 2. Based on the administration of COR 2, extension 7262 is
not allowed to call outside the private network. When Station Lock is not active on
extension 7262, calling restrictions are determined by the COR administered on the
Station screen, COR 1. In this example, when extension 7262 is unlocked, calls outside
the private network are allowed.
Set Station Lock on an analog, x-mobile, or digital telephone without a Station Lock button
(extension 7262 and use a feature access code of 08):
1. Type change station 7262. Press Enter.
2. In the Security Code field, enter a security code of up to 8 digits.
In the COR field, leave the default at 1. This means that anyone can call outside on
extension 7262.
3. Press Enter to save your changes.
4. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System-Parameters screen.
5. In the Special Dial Tone field, type y for an audible tone indicating the station is locked.
6. Press Enter to save your changes.
7. Type change feature-access-codes. Press Enter.
The system displays the Feature Access Code (FAC) screen.
8. Move the cursor to the Station Lock Activation field.
9. In the Activation field, type *08.
10. In the Deactivation field, type #08.
11. Press Enter to save your changes.
Now when a user activates Station Lock, no one can call outside from extension 7262.
Station Lock by time of day
Beginning with Communication Manager 4.0 or later, you can you can also lock stations using a
Time of Day (TOD) schedule.
To engage the TOD station lock/unlock you do not have to dial the station lock/unlock FAC, or
use stn-lock button push.
Administering Avaya Aura™ Communication Manager
May 2009
399
Chapter 11: Enhancing System Security
When the TOD feature activates the automatic station lock, the station uses the Class of
Restriction (COR) assigned to the station lock feature for call processing. The COR used is the
same as it is for manual station locks.
The TOD lock/unlock feature does not update displays automatically, because the system
would have to scan through all stations to find the ones to update.
The TOD Station Lock feature works as follows:
●
If the station is equipped with a display, the display will show “Time of Day Station
Locked”, if the station invokes a transaction which is denied by the Station Lock COR.
Whenever the station is within a TOD Lock interval, the user will hear a special dial tone
instead of the normal dial tone, if the special dial tone is administered.
●
For analog stations or without a display, the user hears a special dial tone. The special dial
tone has to be administered and the user hears it when the station is off hook.
After a station is locked by TOD, it can be unlocked from any other station if the Feature Access
Code (FAC) or button is used. You have to also know the Station Security Code, and that the
Manual-unlock allowed? field on the Time of Day Station Lock Table screen is set to y.
Once a station has been unlocked during a TOD lock interval, the station remains unlocked until
next station lock interval becomes effective.
If the station was locked by TOD and by Manual Lock, an unlock procedure will unlock the
Manual Lock as well as the TOD Lock (“Manual-unlock allowed?” field on the Time of Day
Station Lock Table screen is set to y).
The TOD feature does not unlock a manually locked station.
Note:
Note:
The attendant console cannot be locked by TOD or manual station lock.
Screens for administering Station Lock
400
Screen name
Purpose
Fields
COR
Administer a Class of
Service (COR) that allows
the user to activate Station
Lock with a feature access
code (FAC).
Station Lock COR
Feature Access Code
(FAC)
Assign a FAC for Station
Lock.
Station Lock
Activation
Administering Avaya Aura™ Communication Manager
May 2009
Dealing with Security Violations
Screen name
Purpose
Fields
Station
Assign the user a COR that
allows the user to activate
Station Lock with an FAC.
COR
Time of Day Lock
Table
Assign a sta-lock feature
button for a user.
Any available button
field in the BUTTON
ASSIGNMENTS area
Assign a Station Security
Code (SSC) for a user.
Security Code
Administer station lock by
time of day.
Table Active?
Manual Unlock
Allowed?
Time Intervals
Time of Day Station
Lock Table
Dealing with Security Violations
When a security violation occurs, there are steps that you can take to be sure that this same
attempt is not successful in the future.
Enabling remote access
You might have to enable Remote Access that has been disabled following a security violation,
or disabled manually.
1. Log in to Communication Manager using a login ID with the correct permissions.
2. Type enable remote-access. Press Enter.
Disabling remote access
There might be occasions when you have to disable remote access for one of your users
because of a security violation.
1. Log in to Communication Manager using a login ID with the correct permissions.
2. Type disable remote-access. Press Enter.
Administering Avaya Aura™ Communication Manager
May 2009
401
Chapter 11: Enhancing System Security
Hot Desking Enhancement
Hot Desking is a generic term for features that enable you to lock and unlock your telephones or
to move a fully customized station profile to another compatible telephone. Hot Desking
enhances the existing features:
●
IP Login/Logoff
●
PSA Association/Dissociation
●
Station Lock and Time of Day Station Lock
Hot Desking Enhancement (HDE) is limited to the 96xx-series H.323 IP telephones. It does not
require any special license to be operational. Parts of the enhancement require firmware
changes for the telephones. Only the 96xx-series H.323 IP telephones with the appropriate
firmware change support the full range of HDE. The Hot Desking Enhancement Station Lock
field is available on page 3 of the Feature-Related System Parameters screen.
For more information, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
Personal Station Access
The Hot Desking Enhancement (HDE) feature displays PSA Login information. You can invoke
Personal Station Access (PSA) using H.323 IP telephones. If the HDE feature is activated, the
telephone displays a text message to inform you how to log in again after PSA logoff. The
message is sent to all telephones including H.323 telephones, if the Hot Desking
Enhancement Station Lock field on the Feature-Related System Parameters screen is set to
y.
The message used for displaying the PSA Login information is a non-call associated message,
which appears at the top of an H.323 telephone.
The Hot Desking Enhancement Station Lock field on the Feature-Related System
Parameters screen controls the feature.
For more information, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
Station Lock
Communication Manager Release 5.2 makes more restrictions available on the Station Lock
feature. When the HDE feature is activated, the following are restricted:
●
402
Access to telephone capabilities (applies to 96xx H.323 IP telephones with firmware
changes)
Administering Avaya Aura™ Communication Manager
May 2009
Hot Desking Enhancement
●
Call log
●
Avaya menu
●
Contact list
●
USB access
●
Redial button
●
Bridging on Extension to Cellular calls
●
Access to bridged appearances
Additionally, enabling the HDE feature by using the Hot Desking Enhancement Station Lock
field in the Feature-Related System Parameters screen locks further capabilities. The
capabilities are distributed among the telephone and Communication Manager.
Telephones
Parts of the Hot Desking Enhancement (HDE) feature apply only to telephones with firmware
changes, while other parts apply to all telephones. The table here provides an overview:
For information on firmware vintage number, contact your Avaya representative.
96xx H.323
with FW
changes
96xx H.323
without FW
changes
Other sets
with
display
Other sets
without
display
PSA Logoff
Display Login Information
X
X
X
–
Station Lock
No access to telephone
capabilities (Note 1)
X
X
–
–
Station Lock
Extension to Cellular blocked
(no make, answer and bridge)
X
X
X
X
(Note 2)
Station Lock
Bridged appearances blocked
X
X
X
X
(Note 3)
Station Lock
Limited Access to Feature Access
Codes and Feature Buttons
X
X
X
X
HDE Feature
Note 1: Telephone capabilities are call log, Avaya menu, contact list, USB access and redial button.
Note 2: If the set offers Extension to Cellular.
Administering Avaya Aura™ Communication Manager
May 2009
403
Chapter 11: Enhancing System Security
Note 3: If the set offers bridged appearances.
404
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 12: Managing Trunks
Tips for working with trunk groups
You’ll find detailed procedures for administering specific trunk groups elsewhere in this chapter.
However, there’s more to working with trunks than just administering trunk groups.
Following a process
Trunking technology is complex. Following a process can prevent mistakes and save you time.
To set up new trunks and trunk groups, Avaya recommends following the process below (some
steps might not apply to your situation):
1. Install the necessary circuit packs and perform any administration the circuit pack requires.
2. Connect the appropriate ports to your network service provider’s trunks.
3. Administer a trunk group to control the operation of the trunks.
4. Assign the ports you’re using to the trunk group.
5. For outgoing or 2-way trunks, administer Automatic Route Selection so Communication
Manager knows which outgoing calls to route over this trunk group.
6. Test your new trunk group. Using the trunk access code, place a variety of calls.
This chapter provides instructions for steps 3 and 4 in this process.
Working with your network service provider
Depending on the type of trunk you want to add, the vendor might be your local telephone
company, a long distance provider, or some other service provider. Key settings on
Communication Manager must be identical to the same settings on the provider’s equipment for
your trunks to work. Clear, frequent communication with your provider is essential — especially
since some providers might use different terms and acronyms than Avaya does!
Once you decide that you want to add a new trunk, contact your vendor. The vendor should
confirm the type of signal you want and provide you with a circuit identification number for the
new trunk. Be sure to record any vendor-specific ID numbers or specifications in case you ever
have any problems with this trunk.
Administering Avaya Aura™ Communication Manager
May 2009
405
Chapter 12: Managing Trunks
Keeping records
In addition to recording vendor-specific information such as ID numbers, you should record the
following information about every trunk group you have.
406
The questions you need to
answer
The kind of information you need to get
What type of trunk group is it?
You need to know what kind of trunks these
are (central office (CO), foreign exchange
(FX), and so on.) and whether they use any
special services (such as T1 digital service).
You also need to know what kind of
signaling the group uses. For example, you
might have a CO trunk group with
ground-start signaling running on a
robbed-bit T1 service.
Which telephone numbers are
associated with each trunk group?
For incoming or two-way trunk groups:
1. What number or numbers do outside
callers use to call into your server over
this group?
2. What is the destination extension to
which this trunk group delivers calls?
Does it terminate at an attendant or a
voice-mail system?
For outgoing trunk groups:
● What extensions can call out over this
trunk group?
Is the service from your network
service provider sending digits on
incoming calls?
Direct Inward Dial and Direct Inward/
Outward Dial trunks send digits to
Communication Manager. Tie trunks can
send digits, depending on how they’re
administered. You need to know:
● How many digits is your service provider
sending?
● Are you inserting any digits? What are
they?
● Are you absorbing any digits? How
many?
● What range of numbers has your
service provider assigned you?
Administering Avaya Aura™ Communication Manager
May 2009
Adding a CO, FX, or WATS trunk group
Helpful tips for setting common fields
The procedures in this section cover the specific fields you must administer when you create
each type of trunk group. Here are some tips for working with common fields that are available
for most trunk groups.
●
Dial Access — Typing y in this field allows users to route calls through an outgoing or
two-way trunk group by dialing its trunk access code.
!
SECURITY ALERT:
SECURITY ALERT:
Calls dialed with a trunk access code over Wide Area Telecommunications
Service (WATS) trunks are not validated against the ARS Digit Analysis Table, so
users can dial anything they wish. For security, you might want to leave the field
set to n unless you need dial access to test the trunk group.
●
Outgoing Display — Typing y in this field allows display telephones to show the name
and group number of the trunk group used for an outgoing call. This information might be
useful to you when you’re trying to diagnose trunking problems.
●
Queue Length — Don’t create a queue for two-way loop-start trunks, or you might have a
problem with glare (the interference that happens when a two-way trunk is seized
simultaneously at both ends).
●
Trunk Type — Use ground-start signaling for two-way trunks whenever possible:
ground-start signaling avoids glare and provides answer supervision from the far end. Try
to use loop-start signaling only for one-way trunks.
Related topics
See the Avaya Aura™ Communication Manager Hardware Description and Reference,
555-245-207, for information on the types of circuit packs available and their capacities.
See your server’s Installation manual for circuit-pack installation instructions.
See Modifying Call Routing on page 260 for detailed information on Automatic Route Selection.
Adding a CO, FX, or WATS trunk group
Basic administration for Central Office (CO), Foreign Exchange (FX), and WATS trunk groups is
identical, so we’ve combined instructions for all 3 in the following procedure. In most cases,
Avaya recommends leaving the default settings in fields that aren’t specifically mentioned in the
following instructions. Your Avaya representative or network service provider can give you more
information. Your settings in the following fields must match your provider’s settings:
Administering Avaya Aura™ Communication Manager
May 2009
407
Chapter 12: Managing Trunks
●
Direction
●
Comm Type
●
Trunk Type
!
CAUTION:
CAUTION:
Use the list above as a starting point and talk to your service provider. Depending
on your particular application, you might need to coordinate additional
administration with your service provider.
Before you start
Before you can administer any trunk group, you must have one or more circuit packs of the
correct type with enough open ports to handle the number of trunks you need to add. To find out
what circuit packs you need, see the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207.
Instructions
As an example, we will set up a two-way CO trunk group that carries voice and voice-grade data
only. Incoming calls terminate to an attendant during business hours and to a night service
destination the rest of the time
To add the new CO trunk-group:
1. Type add trunk-group next. Press Enter.
The system displays the Trunk Group screen. The system assigns the next available trunk
group number to this group. In our example, we’re adding trunk group 5.
2. In the Group Type field, type co.
This field specifies the kind of trunk group you’re creating.
3. In the Group Name field, type Outside calls.
This name will be displayed, along with the group number, for outgoing calls if you set the
Outgoing Display? field to y. You can type any name up to 27 characters long in this
field.
4. In the COR field, type 85.
This field controls which users can make and receive calls over this trunk group. Assign a
class of restriction that’s appropriate for the COR calling permissions administered on your
system.
408
Administering Avaya Aura™ Communication Manager
May 2009
Adding a CO, FX, or WATS trunk group
5. In the TAC field, type 105.
This field defines a unique code that you or your users can dial to access this trunk group.
The code also identifies this trunk group in call detail reports.
6. In the Direction field, type two-way.
This field defines the direction of traffic flow on this trunk group.
7. In the Night Service field, type 1234.
This field assigns an extension to which calls are routed outside of business hours.
8. In the Incoming Destination field, type attd.
This field assigns an extension to which incoming calls are routed during business hours.
By entering attd in this field, incoming calls go to the attendant and the system treats the
calls as Listed Directory Number calls.
9. In the Comm Type field, type voice.
This field defines whether a trunk group can carry voice, data, or both. Analog trunks only
carry voice and voice-grade data.
10. In the Trunk Type field, type ground-start.
This field tells the system what kind of signaling to use on this trunk group. To prevent
glare, Avaya recommends ground start signaling for most two-way CO, FX, and WATS
trunk groups.
11. Press Next Page until you find the Outgoing Dial Type field.
12. In the Outgoing Dial Type field, type tone.
This field tells Communication Manager how digits are to be transmitted for outgoing calls.
Entering tone actually allows the trunk group to support both dual-tone multifrequency
(DTMF) and rotary signals, so Avaya recommends that you always put tone in this field.
13. In the Trunk Termination field, type rc.
Use rc in this field when the distance to the central office or the server at the other end of
the trunk is more than 3,000 feet. Check with your service provider if you’re not sure of the
distance to your central office.
14. Press Enter to save your changes.
Now you are ready to add trunks to this trunk group. See Adding trunks to a trunk group on
page 420.
Administering Avaya Aura™ Communication Manager
May 2009
409
Chapter 12: Managing Trunks
Adding a DID trunk group
In most cases, Avaya recommends leaving the default settings in fields that aren’t specifically
mentioned in the following instructions. Your Avaya representative or network service provider
can give you more information. For Direct Inward Dialing (DID) trunk groups, settings in the
following fields must match your provider’s settings:
●
Direction
●
Comm Type
●
Trunk Type
●
Expected Digits (only if the digits your provider sends do not match your dial plan)
!
CAUTION:
CAUTION:
Use the list above as a starting point and talk to your service provider. Depending
on your particular application, you might need to coordinate additional
administration with your service provider.
Before you start
Before you can administer any trunk group, you must have one or more circuit packs of the
correct type with enough open ports to handle the number of trunks you need to add. To find out
what circuit packs you need, see the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207.
Tip:
Tip:
In the DID/Tie/ISDN Intercept Treatment field on the Feature-Related System
Parameters screen, enter attd. Incoming calls to invalid extensions will be routed
to the attendant.
Instructions
To add the new Direct Inward Dialing (DID) trunk-group:
1. Type add trunk-group next. Press Enter.
The system displays the Trunk Group screen. The system assigns the next available trunk
group number to this group. In our example, we’re adding trunk group 5.
2. In the Group Type field, type did.
This field specifies the kind of trunk group you’re creating.
410
Administering Avaya Aura™ Communication Manager
May 2009
Adding a PCOL trunk group
3. In the Group Name field, type Incoming calls.
You can type any name up to 27 characters long in this field.
4. In the COR field, type 85.
This field controls which users can receive calls over this trunk group. Assign a class of
restriction that’s appropriate for the COR calling permissions administered on your system.
5. In the TAC field, type 105.
This code identifies the trunk group on CDR reports.
6. In the Trunk Type field, type wink-start.
This field tells the system what kind of signaling to use on this trunk group. In most
situations, use wink start for DID trunks to minimize the chance of losing any of the
incoming digit string.
7. In the Incoming Dial Type field, type tone.
This field tells Communication Manager how digits are transmitted for incoming calls.
Entering tone actually allows the trunk group to support both DTMF and rotary signals, so
Avaya recommends that you always put tone in this field.
8. In the Trunk Termination field, type rc.
Use rc in this field when the distance to the central office or the server at the other end of
the trunk is more than 3,000 feet. Check with your service provider if you’re not sure of the
distance to your central office.
9. Press Enter to save your changes.
Now you’re ready to add trunks to this trunk group. See Adding trunks to a trunk group on
page 420.
Related topics
See Inserting and absorbing digits on page 423 for instructions on matching modifying incoming
digit strings to match your dial plan.
Adding a PCOL trunk group
In most cases, when administering Personal Central Office Line (PCOL) trunk groups, Avaya
recommends leaving the default settings in fields that aren’t specifically mentioned in the
following instructions. Your Avaya representative or network service provider can give you more
information. Your settings in the following fields must match your provider’s settings:
●
Trunk Type
Administering Avaya Aura™ Communication Manager
May 2009
411
Chapter 12: Managing Trunks
●
Trunk Direction
!
CAUTION:
CAUTION:
Use the list above as a starting point and talk to your service provider. Depending
on your particular application, you might need to coordinate additional
administration with your service provider.
Before you start
Before you can administer any trunk group, you must have one or more circuit packs of the
correct type with enough open ports to handle the number of trunks you need to add. To find out
what circuit packs you need, see the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207.
Instructions
As an example, we will set up a new PCOL group and administer the group as a CO trunk for
two-way voice traffic.
To add the new PCOL group:
1. Type add personal-co-line next. Press Enter.
The system displays the Personal CO Line Group screen.
2. In the Group Type field, type co.
This field specifies the kind of trunk group you’re creating. PCOL groups can be
administered as CO, FX, or WATS trunks.
3. In the Group Name field, type Outside calls.
This name will be displayed, along with the group number, for outgoing calls if you set the
Outgoing Display? field to y. You can type any name up to 27 characters long in this
field. (You might want to put the telephone number here that’s assigned to this trunk.)
4. In the TAC field, type 111.
This field defines a unique code that you or your users can dial to access this trunk group.
The code also identifies this trunk group in call detail reports.
5. In the Trunk Type field, type ground start.
This field tells the system what kind of signaling to use on this trunk group. To prevent
glare, Avaya recommends ground start signaling for most two-way CO, FX, and WATS
trunk groups.
6. In the Trunk Port field, type 01D1901.
This is the port to which the trunk is connected.
412
Administering Avaya Aura™ Communication Manager
May 2009
Adding a PCOL trunk group
7. In the Trunk Termination field, type rc.
Use rc in this field when the distance to the central office or the server at the other end of
the trunk is more than 3,000 feet. Check with your service provider if you’re not sure of the
distance to your central office.
8. In the Outgoing Dial Type field, type tone.
This field tells Communication Manager how digits are to be transmitted for outgoing calls.
Entering tone actually allows the trunk group to support both DTMF and rotary signals, so
Avaya recommends that you always put tone in this field.
9. Press Enter to save your changes.
You assign telephones to a PCOL group by administering a CO Line button on each telephone.
Once assigned, the Assigned Members page of the Personal CO Line Group screen displays
member telephones:
More information
Call Detail Recording
Call detail recording (CDR) can be activated for calls on a personal CO line, but the CDR record
does not specifically identify the call as PCOL. Calls over personal CO lines can, however, be
identified by the trunk access code used on the call. The call is recorded to the extension
number assigned to the telephone where the call was originated or answered.
Restrictions
●
Abbreviated Dialing can be used with a personal CO line, but the accessed lists are
associated with the individual telephones.
●
Auto Hold and Leave Word Calling do not work with calls on a personal CO line.
●
Send All Calls cannot be activated for a personal CO line.
●
CM Messaging cannot be in the coverage path of a PCOL group.
●
Only telephones in the same PCOL group can bridge onto calls on the personal CO line. If
a user is active on his or her primary extension number on a PCOL call, bridged call
appearances of that extension number cannot be used to bridge onto the call.
●
When a user puts a call on hold on a personal CO line, the status lamp associated with the
PCOL button does not track the busy/idle status of the line.
Administering Avaya Aura™ Communication Manager
May 2009
413
Chapter 12: Managing Trunks
Adding a Tie or Access trunk group
In most cases, Avaya recommends leaving the default settings in fields that aren’t specifically
mentioned in the following instructions. Your Avaya representative or network service provider
can give you more information. Your settings in the following fields must match your provider’s
settings (or the setting on the far-end server, if this is a private network trunk group):
●
Direction
●
Comm Type
●
Trunk Type
!
CAUTION:
CAUTION:
Use the list above as a starting point and talk to your service provider. Depending
on your particular application, you might need to coordinate additional
administration with your service provider.
Before you start
Before you can administer any trunk group, you must have one or more circuit packs of the
correct type with enough open ports to handle the number of trunks you need to add. To find out
what circuit packs you need, see the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207.
Tip:
Tip:
In the DID/Tie/ISDN Intercept Treatment field on the Feature-Related System
Parameters screen, enter attd. Incoming calls to invalid extensions will be routed
to the attendant.
Instructions
As an example, we will add a two-way tie trunk group that supports voice and voice-grade data.
To add the new tie trunk-group:
1. Type add trunk-group next. Press Enter.
The system displays the Trunk Group screen. The system assigns the next available trunk
group number to this group. In our example, we’re adding trunk group 5.
2. In the Group Type field, type tie.
This field specifies the kind of trunk group you’re creating.
414
Administering Avaya Aura™ Communication Manager
May 2009
Adding a Tie or Access trunk group
3. In the Group Name field, type Outside calls.
This name will be displayed, along with the group number, for outgoing calls if you set the
Outgoing Display? field to y. You can type any name up to 27 characters long in this
field.
4. In the COR field, type 85.
This field controls which users can make or receive calls over this trunk group. Assign a
class of restriction that’s appropriate for the COR calling permissions administered on your
system.
5. In the TAC field, type 105.
This field defines a unique code users can dial to access this trunk group.
6. In the Direction field, type two-way.
This field defines the direction of traffic flow on this trunk group.
7. In the Night Service field, type 1234.
This field assigns an extension to which calls are routed outside of business hours.
8. In the Comm Type field, type voice.
This field defines whether a trunk group can carry voice, data, or both. Analog trunks only
carry voice and voice-grade data. If you’re administering a T1 connection in North
America, type rbavd in this field.
9. In the Trunk Type field, type wink/wink.
This field tells the system what kind of signaling to use on this trunk group. Because we’re
receiving and sending digits over this trunk group, we’re using wink/wink signaling to
minimize the chance of losing part of the digit string in either direction.
10. Type tone in both the Outgoing Dial Type and Incoming Dial Type fields.
These fields tell Communication Manager how digits are transmitted for incoming calls.
Entering tone actually allows the trunk group to support both DTMF and rotary signals, so
Avaya recommends that you always put tone in this field.
11. Press Enter to save your changes.
Now you’re ready to add trunks to this trunk group. See Adding trunks to a trunk group on
page 420.
Administering Avaya Aura™ Communication Manager
May 2009
415
Chapter 12: Managing Trunks
Adding a DIOD trunk group
Administration for Direct Inward and Outward Dialing (DIOD) trunk groups varies from country
to country. See your local Avaya representative for more information. Remember that the
central office serving your switching system might be emulating another country’s network
protocol. If so, you’ll have to administer your circuit packs and trunk groups to match the
protocol used by your central office.
If you are using Incoming Caller ID (ICLID) on analog trunks connected to a DIOD Central
Office trunk circuit pack, DO NOT put these trunks in an outgoing AAR or ARS route pattern.
Since the loop-start trunks supported on the DIOD Central Office trunk circuit pack do not
provide answer supervision, the potential for toll fraud exists.
Setting up digital trunks
Any of the common trunks, except for PCOL trunks, can be analog or digital. (PCOL trunks can
only be analog.) Administering a digital trunk group is very similar to administering its analog
counterpart, but digital trunks must connect to a DS1 circuit pack and this circuit pack must be
administered separately. The example in this section shows you how to do this.
In most cases, Avaya recommends leaving the default settings in fields that aren’t specifically
mentioned in the following instructions. Your Avaya representative or network service provider
can give you more information.
Your settings in the following fields must match your provider’s settings:
416
●
Bit Rate
●
Line Coding (unless you’re using a channel service unit to convert between your line
coding method and your provider’s)
●
Framing Mode
●
Signaling Mode
●
Interface Companding
Administering Avaya Aura™ Communication Manager
May 2009
Setting up digital trunks
!
CAUTION:
CAUTION:
Use the list above as a starting point and talk to your service provider. Depending
on your particular application, you might need to coordinate additional
administration with your service provider.
Before you start
Assign the DS1 circuit pack before you administer the members of the associated trunk groups.
!
CAUTION:
CAUTION:
If enhanced DS1 administration is not enabled, you cannot make changes to the
DS1 Circuit Pack screen before you remove related member translations of all
trunks from the trunk group. See Enhanced DS1 administration on page 419.
Before you can administer a digital trunk group, you must have one or more circuit packs that
support DS1 with enough open ports to handle the number of trunks you need to add. To find
out what circuit packs you need, see the Avaya Aura™ Communication Manager Hardware
Description and Reference, 555-245-207.
Instructions
The following example shows a DS1 circuit pack configured for T1 service. The circuit pack is
supporting a two-way CO trunk group that carries only voice and voice-grade data.
To configure a new DS1 circuit pack:
1. Type add ds1 07A19. Press Enter.
The system displays the DS1 Circuit Pack screen. You must enter a specific port address
for the circuit pack.
2. In the Name field, type two-way CO.
Use this name to record useful information such as the type of trunk group associated with
this circuit pack or its destination.
3. In the Bit Rate field, type 1.544.
This is the standard for T1 lines.
4. In the Line Coding field, type b8zs.
Avaya recommends you use b8zs whenever your service provider supports it. Since this
trunk group only carries voice traffic, you could also use ami-zcs without a problem.
5. In the Framing Mode field, type esf.
Avaya recommends you use esf whenever your service provider supports it.
Administering Avaya Aura™ Communication Manager
May 2009
417
Chapter 12: Managing Trunks
6. In the Signaling Mode field, type robbed-bit.
7. In the Interface Companding field, type mulaw.
This is the standard for T1 lines in North America.
8. Press Enter to save your changes.
More information
T1 recommended settings
The table below shows recommended settings for standard T1 connections to your local
exchange carrier.
Field
Value
Notes
Line Coding
b8zs
Use ami-zcs if b8zs is not
available.
Signaling
Mode
robbed-bit
Robbed-bit signaling gives
you 56K bandwidth per
channel. If you need a 64K
clear channel for applications
like asynchronous data
transmission or remote
administration access, use
common channel signaling.
Framing
esf
Use d4 if esf is not available.
If you use b8zs line coding and esf framing, it will be easier to upgrade your T1 facility to ISDN
should you want to. You can upgrade without reconfiguring external channel service units, and
your service provider won’t have to reconfigure your network connection.
E1 recommended settings
DS1 administration for E1 service varies from country to country. See your local Avaya
technical support representative for more information.
Note:
418
Note:
Remember that the central office serving your switching system might be
emulating another country’s network protocol. If so, you’ll have to administer your
circuit packs and trunk groups to match the protocol used by your central office.
Administering Avaya Aura™ Communication Manager
May 2009
Setting up digital trunks
Enhanced DS1 administration
Normally, you can’t change the DS1 Circuit Pack screen unless you remove all related trunks
from their trunk group. However, if the DS1 MSP field on the System-Parameters
Customer-Options (Optional Features) screen is y, and you are assigned the associated login
permissions, you can change some of the fields on the DS1 Circuit Pack screen without
removing the related trunks from their trunk group.
If you busy out the DS1 circuit pack, you can change the following fields: CRC, Connect,
Country Protocol, Framing Mode, Interface, Interconnect, Line Coding, and Protocol
Version. After changing these fields, you might also have to change and resubmit associated
screens.
Matching field settings on different screens
For enhanced DS1 administration, some field values on the DS1 Circuit Pack screen must be
consistent with those on other screens as shown in the table below. If you change field values
on the DS1 Circuit Pack screen, you must change the related fields on the other screens and
resubmit them.
DS1 Circuit Pack field
Affected screens1
Line Coding
Route Pattern
Access Endpoint
Signaling Group
Tone Generation
Connect
Signaling Group
Protocol Version
Signaling Group
Interface
Signaling Group
Interconnect
Tone Generation
Country Protocol
Signaling Group
Tone Generation
1. See Avaya Aura™ Communication Manager Screen Reference, 03-602878
Specific combinations of settings for some of these fields are shown below.
ITC, Bit Rate, and Line Coding
The ITC (Information Transfer Capability) field appears on the Route Pattern screen, Trunk
Group screen, and Access Endpoint screen. The Line Coding and the Bit Rate fields appear
on the DS1 Circuit Pack screen. The settings for these fields on all the screens must be
coordinated as shown in the following tables.
Administering Avaya Aura™ Communication Manager
May 2009
419
Chapter 12: Managing Trunks
ITC field
Bit Rate
Line Coding field
restricted
1.544 Mbps
ami-zcs
2.048 Mbps
ami-basic
1.544 Mbps
b8zs
2.048 Mbps
hdb3
unrestricted
Interconnect and corresponding Group Type entries.
The Interconnect field appears on the DS1 Circuit Pack screen. The Group Type field appears
on the Trunk Group screen. Set these fields as shown in the following table.
Interconnect field
Group Type field
co
co, did, diod, fx, or wats
pbx
access, aplt, isdn-pri, tandem, or
tie
Related topics
See DS1 Circuit Pack in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for information on administering DS1 service.
See DS1 Trunk Service in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on DS1 service.
Adding trunks to a trunk group
Use this procedure to add new trunks or to change the assignment of existing trunks. To
change the assignment of existing trunks, remove them from their current trunk group and add
them to the new group.
Before you start
You must add a trunk group before you can assign and administer individual trunks. To add a
new trunk group, see the instructions in this chapter for the type of group you want to add.
420
Administering Avaya Aura™ Communication Manager
May 2009
Removing trunk groups
Instructions
As an example, we will assign 5 trunks to a new tie trunk group, trunk group 5. We’ll use ports
on several circuit packs for members of this group.
To assign trunks to trunk group 5:
1. Type change trunk-group 5. Press Enter.
2. Click Next Page to move to the Group Member Assignments screen.
Some of the fields on this screen do not appear for every trunk group.
3. In the Port field in row 1, type 1B1501.
This field assigns the first member of the trunk group to a port on a circuit pack.
4. In the Name field in row 1, type 5211.
This is the extension assigned to this trunk. In general, type the circuit ID or telephone
number for each trunk in this field. The information is helpful for tracking your system or
troubleshooting problems. Update these fields whenever the information changes.
5. In the Mode field, type e&m.
!
CAUTION:
CAUTION:
An entry in this field is only required for some circuit packs. Dip switch settings on
the circuit pack control the signalling mode used on the trunk group, so the entry
in the Mode field must correspond to the actual setting on the circuit pack.
6. In the Type field, type t1-comp.
An entry in this field is only required for some circuit packs.
7. Repeat steps 3 to 6, as appropriate, for the remaining trunks.
Notice that you can assign trunks in the same trunk group to ports on different circuit
packs.
8. Press Enter to save your changes.
Removing trunk groups
There’s more to removing a trunk group than just executing the remove trunk-group
command. If you’re using Automatic Route Selection (ARS), you must remove an outgoing or
two-way trunk group from any route patterns that use it. If you’ve administered Trunk-Group
Night Service buttons for the trunk group on any telephones, those buttons must be removed
or assigned to another trunk group.
Administering Avaya Aura™ Communication Manager
May 2009
421
Chapter 12: Managing Trunks
Instructions
As an example, we will remove trunk group 5. This two-way group is used in ARS route pattern
2. In addition, a Trunk-Group Night Service button on extension 8410 points to this group.
To remove trunk group 5:
1. In the Route Pattern screen for route pattern 2, clear the entries for trunk group 5.
If you’re replacing trunk group 5 with another trunk group, just type the information for the
new trunk group over the old entries. Remember to press Enter to save your changes.
2. In the Station screen for extension 8410, clear the entry in the BUTTON ASSIGNMENTS
field for the Trunk-Group Night Service button.
Remember to press Enter to save your changes.
3. In the Group Member Assignments screen for trunk group 5, remove all member trunks
from the group.
See Adding trunks to a trunk group on page 420 for instructions.
4. Type remove trunk-group 5. Press Enter.
The system displays the Trunk Group screen.
5. Press Enter to remove the trunk group.
Resetting trunks
To "reset" a trunk, use the busyout command followed by the release command, both
executed in a SAT window. You can run these commands on a board, a port, a trunk group, or
an individual trunk. The availability of these commands depends on your login permissions.
Note:
Note:
These commands can tear calls down, so use them with great caution. Contact
your Avaya technical representative for details.
To reset a trunk group:
1. Type busyout trunk n, where n is the number of the trunk group.
2. Type release trunk n.
The trunk group is reset. (Example: busyout trunk 43 followed by release trunk
43.)
To reset a trunk member:
1. Type busyout trunk n/x, where n is the number of the trunk, and x is the trunk group
member.
422
Administering Avaya Aura™ Communication Manager
May 2009
Inserting and absorbing digits
2. Type release trunk n/x.
The trunk group member is reset. (Example: busyout trunk 43/1 followed by
release trunk 43/1. Another example operation for an ISDN trunk is test trunk
43.)
Inserting and absorbing digits
Use this procedure to modify the incoming digit string on DID and tie trunks by inserting
(adding) or absorbing (deleting) digits. You’ll need to do this if the number of digits you receive
doesn’t match your dial plan.
Instructions
As an example, let us say you have a DID trunk group. It’s group number is 5. Your service
provider can only send 4 digits, but your dial plan defines 5-digit extensions beginning with 6:
1. Type change trunk-group 5. Press Enter.
The system displays the Trunk Group screen.
2. In the Digit Treatment field, type insertion.
This field tells Communication Manager to add digits to the incoming digit string. These
digits are always added at the beginning of the string.
3. In the Digits field, type 6.
For insertion, this field defines the specific digits to insert. Communication Manager will
add a "6" to the front of the digit strings delivered with incoming calls. For example, if the
central office delivers the string "4444," Communication Manager will change it to "64444,"
an extension that fits your dial plan.
4. In the Expected Digits field, type 4.
This field tells Communication Manager how many digits the central office sends.
Note:
Note:
The Expected Digits field does not appear on the screen for tie trunk groups.
5. Press Enter to save your changes.
If your service provider sends 7 digits but you only need 5, you need to absorb the first 2 digits
in the digit string. To absorb digits:
1. Type change trunk-group 5. Press Enter.
The system displays the Trunk Group screen.
Administering Avaya Aura™ Communication Manager
May 2009
423
Chapter 12: Managing Trunks
2. In the Digit Treatment field, type absorption.
This field tells Communication Manager to remove digits from the incoming digit string.
These digits are always removed from the beginning of the string.
3. In the Digits field, type 2.
For absorption, this field defines how many digits will be absorbed. Communication
Manager will remove the first 2 digits from the digit strings delivered with incoming calls.
For example, if the central office delivers the string "556-4444," Communication Manager
will change it to "64444," an extension that fits your dial plan.
4. In the Expected Digits field, type 7.
This field tells Communication Manager how many digits the central office sends.
Note:
The Expected Digits field does not appear on the screen for tie trunk groups.
Note:
5. Press Enter to save your changes.
Related topics
See Adding a DID trunk group on page 410 for instructions on administering a DID trunk group.
See Adding a Tie or Access trunk group on page 414 for instructions on administering a tie
trunk group.
Administering trunks for Listed Directory Numbers
Listed directory numbers (LDN) are the telephone numbers given for an organization in public
telephone directories. You can administer Communication Manager so that calls to different
listed directory numbers go to the same attendant group. How you administer your system for
LDN calls depends on whether the calls are coming in over DID and tie trunks or over CO and
FX trunks.
Instructions
As an example, let us say that one attendant group answers calls for 3 different businesses,
each with its own listed directory number:
424
●
Company A — 855-2020
●
Company B — 855-1000
Administering Avaya Aura™ Communication Manager
May 2009
Administering trunks for Listed Directory Numbers
●
Company C — 855-1111
DID trunks and some tie trunks transmit part or all of the dialed digit string to Communication
Manager. If you want these calls to different numbers to go to one attendant group, you must
identify those numbers for Communication Manager on the Listed Directory Numbers screen.
We will take the 3 businesses listed above as an example. We will assume your server receives
4 digits from the central office on a DID trunk group and that you’re not using Tenant
Partitioning. To make these calls to different listed directory numbers terminate to your
attendant group:
1. Type change listed-directory-numbers. Press Enter.
The system displays the Listed Directory Numbers screen.
2. In the Ext 1 field, type 2020.
This is the LDN for Company A.
3. In the Name field, type Company A.
This name appears on the console display so the attendant knows which business the call
is for and how to answer it.
4. Repeat steps 2 and 3 for the other two businesses.
You can enter up to 20 different listed directory numbers on this screen.
5. Press Enter to save your changes.
To make LDN calls over a CO or FX trunk group terminate to an attendant group, you must type
attd in the Incoming Destination field on the Trunk Group screen for that group.
When you use the Listed Directory Number screen to assign some extensions to the attendant
group, or when you enter attd in the Incoming Destination field on the Trunk Group screen for
CO or FX trunks, Communication Manager treats these calls as LDN calls.
Related topics
See Listed Directory Numbers in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for detailed information about this feature.
Administering Avaya Aura™ Communication Manager
May 2009
425
Chapter 12: Managing Trunks
Administering Answer Detection
Use this procedure to administer an outgoing or two-way trunk group for network answer
supervision or answer supervision by timeout. If your network supplies answer supervision to a
trunk group, you can administer Communication Manager to recognize and respond to that
signal. If your network does not supply answer supervision, you can set a timer for all calls on
that group. When the timer expires, Communication Manager assumes the call has been
answered and call detail recording starts (if you are using CDR).
For information about answer detection by call classification, contact your Avaya technical
support representative or see Answer Detection in Avaya Aura™ Communication Manager
Feature Description and Implementation, 555-245-205 for an introduction.
Before you start
Determine whether the trunk group receives answer supervision from your service provider or
private network. For example, most loop-start CO, FX, and WATS trunks do not provide answer
supervision.
Instructions
As an example, we will administer trunk group 5 for both types of answer detection.
To administer trunk group 5 for answer supervision from the network:
1. On the Trunk Group screen for group 5, type y in the Receive Answer Supervision field.
2. Press Enter to save your change.
Now we will administer answer supervision by timeout. We’ll set the timer to 15 seconds. To
administer trunk group 5 for answer supervision by timeout:
1. On the Trunk Group screen for group 5, type 15 in the Answer Supervision Timeout
field.
2. Press Enter to save your change.
Related topics
See Answer Detection in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information about this feature.
426
Administering Avaya Aura™ Communication Manager
May 2009
Administering ISDN trunk groups
Administering ISDN trunk groups
Integrated Services Digital Network (ISDN) trunk groups support the ISDN and Call-by-Call
Service Selection service selection features. The trunk group provides end-to-end digital
connectivity and supports a wide range of services including voice and non-voice services, to
which users have access by a limited set of CCITT-defined, standard multipurpose interfaces.
The ISDN trunk group can contain ISDN-PRI or ISDN-BRI interfaces. However, it is not possible
to use the two types of interfaces in the same trunk groups. The type of interface is chosen
when the trunk members are assigned to the trunk group.
When ISDN-PRI interfaces are used on ISDN trunk groups, they can also be used to support
the Wideband Switching feature. This is intended to work with the H0 (384 Kbps), H11 (1536
Kbps), H12 (1920 Kbps), and NXDS0 (128 to 1984 Kbps) data services, and to support
high-speed video conferencing and data applications.
When an ISDN trunk connects two servers or switches, set the trunk options identically at both
ends of the connection, with the exception of the Trunk Hunt fields. When ISDN-PRI interfaces
are used, it is acceptable for both ends to have the Trunk Hunt fields administered as cyclical,
but if one end is administered as ascend, the other end must be administered as descend.
This helps avoid the possibility of glare conditions. When ISDN-BRI is used, the Trunk Hunt
field has to be cyclical.
Hardware requirements
ISDN-BRI interfaces are supported by the TN2185 Trunk-side BRI circuit pack (for
implementing the user side of the BRI interface) and by the TN556B or TN556C ISDN-BRI Line
circuit pack or the TN2198 ISDN BRI (U-LT) Line circuit pack (for the network side of the BRI
interface). The TN2464 circuit supports T1 and E1 digital facilities.
ISDN-PRI interfaces are supported by the TN767 circuit pack (for assignment of a T1 signaling
link and up to 24 ISDN-PRI trunk group members), or the TN464C or later circuit pack (for
assignment of a T1 or E1 signaling link and up to 24 or 31 ISDN-PRI trunk group members,
respectively). The TN2464 and TN2207 circuit pack can also be used with ISDN-PRI.
●
The D-channel for ISDN-PRI interfaces switches through either the TN765 Processor
Interface (PI) circuit pack or the TN778 Packet Control (PACCON) circuit pack. The
D-channel for ISDN-BRI interfaces only switches through the TN778 Packet Control
(PACCON) circuit pack.
Note:
You cannot use the TN765 circuit pack with ISDN-BRI interfaces.
Note:
●
A TN780 or TN2182 Tone Clock circuit pack provides synchronization for the DS1 circuit
pack.
Administering Avaya Aura™ Communication Manager
May 2009
427
Chapter 12: Managing Trunks
Note:
Note:
The TN767 cannot be used to carry the D-channel if either the TN778 (PACCON)
or TN1655 (PKTINT) circuit packs are used to switch the D-channel. However, in
these circumstances, the TN767 can be used for NFAS interfaces carrying only
B-channels.
Screens used to administer ISDN trunk groups
428
Screen
Field
Feature-Related System
Parameters
Send Non-ISDN Trunk Group
Name as Connected Name?
Display Connected Name/Number
for ISDN DCS Calls?
Incoming Call Handling
Treatment
All
Numbering - Public/Unknown
Format
All
System Parameters
Customer-Options (Optional
Features)
Version
ISDN-BRI Trunks
ISDN-PRI
QSIG Optional Features
Synchronization Plan
All
Trunk Group (ISDN)
All
ISDN-BRI Circuit Pack screen
(if using ISDN-BRI interfaces) or
DS1 Circuit Pack screen (if
using ISDN-PRI interfaces)
All
ISDN Numbering - Private
All
Route Pattern
All
Hunt Groups
ISDN Caller Display
Signaling Group (if using
ISDN-PRI interfaces)
All
Terminating Extension Group
ISDN Caller Display
All
Administering Avaya Aura™ Communication Manager
May 2009
Administering ISDN trunk groups
Table Notes
System Parameters Customer-Options (Optional Features) — The ISDN-BRI Trunks or
ISDN-PRI fields must be set to y. For a TN778 and if using ISDN-PRI interfaces, the PRI Over
PACCON field must be set to y. These features are provided via license file. To enable these
features, contact your Avaya representative.
●
QSIG Optional Features fields can be enabled to allow appropriate administration for
Supplementary Service Protocol.
●
Feature-Related System-Parameters — Set the Send Non-ISDN Trunk Group Name as
Connected Name and Display Connected Name/Number for ISDN DCS Calls fields.
●
ISDN-BRI Trunk Circuit Pack — This screen is required if using ISDN-BRI trunk interfaces.
Assign all fields as required.
●
DS1 Circuit Pack — This screen is required if using ISDN-PRI interfaces.
- DS1 (T1) Circuit Pack
Assign all fields as required. For Facility Associated Signaling, up to 23 ports are
available for administration as trunk members in an associated ISDN-PRI trunk group.
The 24th port is used as a signaling channel. For Non-Facility Associated Signaling,
all 24 ports can be used on certain DS1 circuit packs. The D-channel signaling
function for these packs must be provided by a designated DS1 pack on its 24th
channel.
- E1 Circuit Pack
Assign all fields as required. For Facility Associated Signaling, up to 30 ports are
available for administration as trunk members in an associated ISDN-PRI trunk group.
Port number 16 is used as a signaling channel.
Note:
●
Maintenance-Related System-Parameters — Use this screen only for a TN778. Set the
Packet Bus Maint field to y.
●
ISDN Trunk Group — Enter information in all the fields except the trunk group members.
When using ISDN-PRI interfaces, enter the members after you establish the signaling
links.
●
Signaling Group — This screen is required if ISDN-PRI interfaces are used. Complete all
fields. This screen identifies groups of ISDN-PRI DS1 interface B-channels for which a
given D-channel (or D-channel pair) will carry the associated signaling information
(supports the Facility and Non-Facility Associated Signaling feature). Each DS1 board that
is required to have a D-channel must be in a different signaling group by itself (unless
D-channel backup is needed, in which case a second DS1 is administered as a backup
D-channel). You are not required to select a channel for a trunk group, but if you do, you
must have already defined the trunk group as type ISDN.
Note:
The following three screens, Processor Interface Data Module, Communication
Interface Links, and Communication Processor Channel Assignment are used
only to support the ISDN-PRI interfaces using PI TN765.
Administering Avaya Aura™ Communication Manager
May 2009
429
Chapter 12: Managing Trunks
●
Processor Interface Data Module — Use this screen only for a TN765. Assign up to 8
interface links using 8 Processor Interface Data Module screens for multi-carrier cabinet
systems, and up to 4 links for single-carrier cabinet systems. One Processor Interface
Data Module screen must be completed for each interface link to be assigned.
●
Communication Interface Links — Use this screen only for a TN765. Assign link numbers
01 to 08 for a multi-carrier cabinet system or links 01 to 04 for a single-carrier cabinet
system as required. When first administering this screen for ISDN in Communication
Manager, do not administer the Enable field.
●
Communication Processor Channel Assignment — Use this screen only for a TN765.
Enter assigned link numbers and assign associated channel numbers to each link.
Complete all fields of the screen as required. When first administering this screen for ISDN
in Communication Manager, you need to:
- First, administer the Interface Links screen, except the Enable field.
- Second, administer the ISDN fields on the Processor Channel screen.
- Last, go back to the Interface Links screen and administer the Enable field.
Note:
●
ISDN Numbering - Public/Unknown — Complete all fields. This screen supports the ISDN
Call Identification Display.
●
ISDN Numbering - Private — Complete all fields. This screen supports the ISDN Call
Identification Display.
●
Routing Pattern — Complete all fields including the Supplemental ISDN Routing
Information fields as required.
●
Hunt Group — Complete the ISDN Caller Display field by entering either grp-name or
mbr-name to specify whether the hunt group name or member name, respectively, is sent
to the originating user (supports the ISDN Call Identification Display feature).
●
Terminating Extension Group — Complete the ISDN Caller Display field by entering
either grp-name or mbr-name to specify whether the group name or member name,
respectively, is sent to the originating user (supports the ISDN Call Identification Display
feature).
●
Synchronization Plan — Assigns primary and secondary external synchronization sources
for the ISDN-BRI Trunk or DS1 circuit pack. Complete all screen fields as required.
Note:
ISDN-BRI and ISDN-PRI interfaces cannot be mixed in the same trunk group.
Therefore, consider the following:
- The earliest trunk member (the lowest numbered one) administered is
considered correct.
- If an offending member is subsequently found (meaning the first member was
BRI and a later member was PRI, or vice versa), the cursor positions on the
offending member, and the following error message appears: You cannot mix
BRI and PRI ports in the same trunk group.
430
Administering Avaya Aura™ Communication Manager
May 2009
Administering ISDN trunk groups
Administering displays for QSIG trunks
For proper transmission of QSIG name data for display, administer the following settings:
●
●
Trunk Group screen
●
Group Type: ISDN
●
Character Set for QSIG Names: iso8859-1
●
Outgoing Display: y
●
Send Calling Number: y
●
Send Name: y
Signaling Group screen
●
●
Supplementary Service Protocol: b
System-Parameters Country-Options screen
●
Display Character Set: Roman
Administering Avaya Aura™ Communication Manager
May 2009
431
Chapter 12: Managing Trunks
432
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 13: Managing Announcements
An announcement is a recorded message a caller can hear while the call is in a queue, or if a
call receives intercept treatment for some reason. An announcement is often used in
conjunction with music.
The source for announcements can be either integrated or external.
●
Integrated announcements reside on a circuit pack in the carrier, such as the TN2501AP
circuit pack, or embedded in a media gateway processor board (called a “v VAL source”
throughout this chapter).
●
External announcements are stored on a separate piece of equipment (called an
“adjunct”), and played back from the adjunct equipment.
This chapter uses the term “announcement source” to mean either integrated or external
sources for announcements.
Getting Started with the VAL or G700 Virtual VAL
Before you can use the capabilities of the VAL or G700 v VAL announcement circuit pack, it
must be properly installed and configured. These instructions are contained in other documents
in the Communication Manager documentation library.
●
For a complete description of Announcement information and procedures, see the
“Announcements” feature in the Avaya Aura™ Communication Manager Feature
Description and Implementation, 555-245-205.
●
For a complete description of the related Locally Sourced Announcement feature, see the
“Locally Sourced Announcements and Music” feature in the Avaya Aura™ Communication
Manager Feature Description and Implementation, 555-245-205.
●
For more information about these and other tasks related to using the VAL, see the
documents listed in the following table.
.
Task
Information source
Installing the VAL circuit pack
Administering IP Connections
Adding IP Routes
Testing the IP Connections
Made Easy Tool for DEFINITY Server
Configurations
Installation, Upgrades and Additions for the Avaya
CMC1 Media Gateway
1 of 3
Administering Avaya Aura™ Communication Manager
May 2009
433
Chapter 13: Managing Announcements
Task
Information source
Installing v VAL for a G700 Media
Gateway using the Media-Gateway
screen and the enable
announcement command
Each G700 Media Gateway that will be used to
provide announcements through the embedded
VAL circuitry on the Gateway processor circuit
pack must be assigned on the Media-Gateway
screen and enabled using the enable
announcements command before
announcements can be recorded using the
telephone or played from that gateway.
Administering IP Connections
Adding IP Routes
Testing the IP Connections
Note: G700 Media Gateway embedded
VAL announcements (v VAL) must have
the gateway(s) that will provide
announcements enabled in order for
announcement extensions assigned to
that gateway to be played.
Note: For more information about the
Media-Gateway screen, and for a description of
commands, see Maintenance Commands for
Avaya Aura™ Communication Manager, Media
Gateways and Servers, 03-300191.
Announcements can be administered to a
gateway and files can be FTPed to that gateway
even though it is not enabled. However, the G700
Media Gateway first must be assigned on the
Media-Gateway screen so as to be used for
gateway announcements.
Each G700 Media Gateway when enabled is
counted as a VAL circuit pack towards the system
limit of either 1 VAL circuit pack (if the VAL
Maximum Capacity field is n) or 10 circuit packs
(for the Avaya S8XXX Servers) if the VAL
Maximum Capacity field is y.
First the G700 Media Gateway must have the V9
field assigned to gateway-announcements on
the Media-Gateway screen before the G700
embedded VAL (v VAL) can be enabled.
Then the G700 Media Gateway embedded VAL is
enabled using the enable
announcement-board gggV9 command
(where ggg is the gateway number assigned on
the Media-Gateway screen).
The G700 Media Gateway embedded VAL also
can be disabled using the disable
announcement-board ggV9 command. This
removes that gateway from the VAL circuit pack
count but announcements already assigned and
recorded/FTPed on that circuit pack remain but
will not play.
Administering Announcements
(recording, copying, deleting, and so on.)
Avaya Aura™ Communication Manager Feature
Description and Implementation
2 of 3
434
Administering Avaya Aura™ Communication Manager
May 2009
Getting Started with the VAL or G700 Virtual VAL
Task
Information source
Viewing announcement usage
measurements (list measurements
announcement command)
Avaya Aura™ Communication Manager Reports
and Avaya Aura™ Communication Manager
Feature Description and Implementation
Troubleshooting announcements
Avaya Aura™ Communication Manager Feature
Description and Implementation
Troubleshooting VAL hardware
Maintenance Procedures for Avaya Aura™
Communication Manager for your model(s).
3 of 3
Administering Avaya Aura™ Communication Manager
May 2009
435
Chapter 13: Managing Announcements
436
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 14: Managing Group
Communications
Setting up Voice Paging Over Loudspeakers
Use this procedure to allow users to make voice pages over an external loudspeaker system
connected to Communication Manager. If you’re using an external paging system instead of an
auxiliary trunk circuit pack, don’t use this procedure. External systems typically connect to a
trunk or station port and are not administered through the Loudspeaker Paging screen.
Before you start
Your server running Communication Manager must have one or more auxiliary trunk circuit
packs with enough available ports to support the number of paging zones you define. Each
paging zone requires 1 port. For information on specific circuit packs, see the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207.
Instructions
As an example, we will set up voice paging for an office with 5 zones. We’ll allow users to page
all 5 zones at once, and we’ll assign a class of restriction of 1 to all zones.
1. Type change paging loudspeaker. Press Enter.
The system displays the Loudspeaker Paging screen.
2. In the Voice Paging Timeout field, type 30.
This field sets the maximum number of seconds a page can last. In our example, the
paging party will be disconnected after 30 seconds.
3. In the Port field for Zone 1, type 01C0501.
Use this field to assign a port on an auxiliary trunk circuit pack to this zone.
4. In the Voice Paging — TAC field type 301.
Use this field to assign the trunk access code users dial to page this zone. You cannot
assign the same trunk access code to more than one zone.
Administering Avaya Aura™ Communication Manager
May 2009
437
Chapter 14: Managing Group Communications
5. In the Voice Paging — COR field type 1.
Use this field to assign a class of restriction to this zone. You can assign different classes
of restriction to different zones.
6. On the Zone 1 row, type Reception area in the Location field.
Give each zone a descriptive name so you can easily remember the corresponding
physical location.
7. Repeat steps 4 through 6 for zones 2 to 5.
8. In the ALL row, type 310 in the Voice Paging — TAC field and 1 in the Voice Paging —
COR field.
By completing this row, you allow users to page all zones at once. You do not have to
assign a port to this row.
9. Press Enter to save your changes.
You can integrate loudspeaker voice paging and call parking. This is called "deluxe paging."
You enable deluxe paging by entering y in the Deluxe Paging and Call Park Timeout to
Originator field on the Feature-Related System Parameters screen. To allow paged users the
full benefit of deluxe paging, you should also enter a code in the Answer Back Access Code
field on the Feature Access Code (FAC) screen if you haven’t already: paged users will dial this
code + an extension to retrieve calls parked by deluxe paging.
Fixing problems
Problem
Possible causes
Solutions
Users report that they
can’t page.
The attendant has taken
control of the trunk
group.
Deactivate attendant
control.
Calls to an extension are
heard over the
loudspeakers.
The extension might
have been forwarded to
a trunk access code
used for paging.
Deactivate call
forwarding or change the
extension calls are
forwarded to.
More information
Users page by dialing the trunk access code assigned to a zone and speaking into their
handset. For your users’ convenience, you might also want to consider the following options:
●
438
Add the paging trunk access codes to an abbreviated dialing list and allow users to page
using the list.
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Chime Paging Over Loudspeakers
●
Assign individual trunk access codes to Autodial buttons.
●
Assign individual trunk access codes to Busy buttons. The status lamp tells the user
whether or not the trunk is busy.
●
For attendants, you can provide one-button paging access by assigning trunk access
codes for paging zones to the Direct Trunk Group Select buttons on the attendant console.
With an appropriate class of restriction, remote callers can also make loudspeaker pages.
When deluxe paging is enabled, if a user with an active call dials the trunk access code for a
paging zone the active call is automatically parked.
●
Users dial the trunk access code + "#" to page and park an active call on their own
extensions.
●
Users with console permission can park a call on any extension by dialing the trunk access
code + the extension.
●
Attendants or users with console permissions can park calls to common shared
extensions.
●
Parked calls can be retrieved from any telephone. Paged users simply dial the answer
back feature access code + the extension where the call is parked.
Related topics
See Paging Over Speakerphones on page 442 for another way to let users page.
See Loudspeaker Paging in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on voice paging over loudspeakers.
Setting up Chime Paging Over Loudspeakers
Use this procedure to allow users to make chime pages over an external loudspeaker system
connected to your Avaya S8XXX Server. Users page by dialing a trunk access code and the
extension of the person they want to page. The system plays a unique series of chimes
assigned to that extension. This feature is also known as Code Calling Access.
Administering Avaya Aura™ Communication Manager
May 2009
439
Chapter 14: Managing Group Communications
Before you start
Your server running Communication Manager must have one or more auxiliary trunk circuit
packs with enough available ports to support the number of paging zones you define. Each
paging zone requires 1 port. For information on specific circuit packs, see the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207.
Instructions
To set up chime paging, you fill out the necessary fields on the Loudspeaker Paging screen and
then assign chime codes to individual extensions on the Code Calling IDs screen.
As an example, we will set up chime paging for a clothing store with 3 zones. We’ll allow users
to page all zones at once, and we will assign a class of restriction of 1 to all zones.
1. Type change paging loudspeaker. Press Enter.
The system displays the Loudspeaker Paging screen.
2. In the Code Calling Playing Cycles field, type 2.
This field sets the number of times a chime code plays when someone places a page.
3. In the Port field for Zone 1, type 01A0301.
Use this field to assign a port on an auxiliary trunk circuit pack to this zone.
4. In the Code Calling — TAC field type 80.
Use this field to assign the trunk access code users dial to page this zone. You cannot
assign the same trunk access code to more than one zone.
5. In the Code Calling — COR field type 1.
Use this field to assign a class of restriction to this zone. You can assign different classes
of restriction to different zones.
6. On the Zone 1 row, type Men’s Department in the Location field.
Give each zone a descriptive name so you can easily remember the corresponding
physical location.
7. Repeat steps 4 through 6 for zones 2 and 3.
8. In the ALL row, type 89 in the Code Calling — TAC field and 1 in the Code Calling —
COR field.
By completing this row, you allow users to page all zones at once. You do not have to
assign a port to this row.
9. Press Enter to save your changes.
440
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Chime Paging Over Loudspeakers
To assign chime codes to individual extensions:
1. Type change paging code-calling-ids. Press Enter.
The system displays the Code Calling IDs screen.
2. Type the first extension, 2130, in the Ext field for Id 111.
Each code Id defines a unique series of chimes.
3. Assign chime codes to the remaining extensions by typing an extension number on the
line following each code Id.
You can assign chime codes to as many as 125 extensions.
4. Press Enter to save your changes.
Fixing problems
Problem
Possible causes
Solutions
Users report that they
can’t page.
The attendant has taken
control of the trunk
group.
Deactivate attendant
control.
More information
Users page by dialing the trunk access code assigned to a zone. For your users’ convenience,
you might also want to consider the following options:
●
Add the paging trunk access codes to an abbreviated dialing list and allow users to page
using the list.
Note:
Don’t use special characters in abbreviated dialing lists used with chime paging.
Note:
●
Assign individual trunk access codes to Autodial buttons.
●
Assign individual trunk access codes to Busy buttons. The status lamp tells the user
whether or not the trunk is busy.
●
For attendants, you can provide one-button paging access by assigning trunk access
codes for paging zones to the Direct Trunk Group Select buttons on the attendant
console.
With an appropriate class of restriction, remote callers can also make loudspeaker pages.
Administering Avaya Aura™ Communication Manager
May 2009
441
Chapter 14: Managing Group Communications
Related Topics
See Paging Over Speakerphones below for another way to let users page.
See Loudpeaker Paging in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on chime paging over loudspeakers.
Paging Over Speakerphones
Use this procedure to allow users to make an announcement over a group of digital
speakerphones. By dialing a single extension that identifies a group, users can page over all the
speakerphones in that group. Speakerphone paging is one-way communication: group
members hear the person placing the page but cannot respond directly.
Before you start
You must have DCP set speakerphones or IP set speakerphones.
Instructions
To set up speakerphone paging, you create a paging group and assign telephones to it. In the
following example, we’ll create paging group 1 and add 4 members.
1. Type add group-page 1. Press Enter.
The system displays the Group Paging Using Speakerphone screen.
2. In the Group Extension field, type 3210.
This field assigns the extension users dial to page the members of this group.
3. In the Group Name field, type Sales staff.
This name appears on callers’ telephone displays when they page the group.
4. In the COR field, type 5.
Any user who wants to page this group must have permission to call COR 5.
5. In the Ext field in row 1, type 2009.
442
Administering Avaya Aura™ Communication Manager
May 2009
Paging Over Speakerphones
6. Enter the remaining extensions that are members of this group.
Communication Manager fills in the Name fields with the names from the Station screen
when you save your changes.
7. Press Enter to save your changes.
Fixing problems
Problem
Possible causes
Solutions
Users get a busy signal
when they try to page.
All telephones in the group are
busy or off-hook.
Wait a few minutes and try
again.
All telephones in the group have
Send All Calls or Do Not Disturb
activated.
Group members must
deactivate these features in
order to hear a page.
Some telephones in the group
are busy or off-hook.
Wait a few minutes and try
again.
Some telephones in the group
have Send All Calls or Do Not
Disturb activated.
Group members must
deactivate these features in
order to hear a page.
Some group members
report that they don’t hear
a page.
More information
●
You can create up to 32 paging groups on Communication Manager.
●
Each group can have up to 32 extensions in it.
●
One telephone can be a member of several paging groups.
Related topics
See Group Paging in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on paging over speakerphones.
Administering Avaya Aura™ Communication Manager
May 2009
443
Chapter 14: Managing Group Communications
Paging Users Who are on Active Calls
Use this procedure to allow one user to interrupt another user’s call and make a private
announcement. This is called whisper paging. The paging user dials a feature access code or
presses a feature button, then dials the extension they want to call. All 3 users can hear the
tone that signals the page, but only the person on the paged extension can hear the pager’s
voice: other parties on the call cannot hear it, and the person making the page cannot hear
anyone on the call.
Before you start
Before you administer whisper paging:
●
Your Communication Manager server must have a circuit pack that supports whisper
paging. For information on specific models, see the Avaya Aura™ Communication
Manager Hardware Description and Reference, 555-245-207.
●
Users must have 6400-, 7400-, 8400-, or 9400-series DCP (digital) telephones.
Instructions
You give users the ability to use whisper paging by administering feature buttons or feature
access codes.
You can give users feature buttons that make, answer, or block whisper pages. Using the
Station screen, you can administer these buttons in any combination as appropriate:
●
Whisper Page Activation — allows this user to place a whisper page
●
Answerback — allows this user to answer a whisper page
Pressing the answerback button automatically puts any active call on hold and connects
the paged user to the paging user.
●
Whisper Page Off— allows this user to block whisper pages
If possible, assign this function to a button with a lamp so the user can tell when blocking is
active. You cannot administer this button to a soft key.
To allow users to make a whisper page by dialing a feature access code, you simply need to
enter a code in the Whisper Page Activation Access Code field on the Feature Access Code
(FAC) screen. See Avaya Aura™ Communication Manager Screen Reference, 03-602878, for
information about the screens referred in this topic.
444
Administering Avaya Aura™ Communication Manager
May 2009
Using Telephones as Intercoms
Related topics
See Whisper Paging in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on whisper paging.
Using Telephones as Intercoms
Use this procedure to make communications quicker and easier for users who frequently call
each other. With the intercom feature, you can allow one user to call another user in a
predefined group just by pressing a couple of buttons. You can even administer a button that
always calls a predefined extension when pressed.
Instructions
Administering the intercom feature is a 2-step process. First, you create an intercom group and
assign extensions to it. Then, to allow group members to make intercom calls to each other, you
administer feature buttons on their telephones for automatic intercom, dial intercom, or both.
This section also provides instructions for allowing one user to pick up another user’s intercom
calls.
In this example, we’ll create intercom group 1 and add extensions 2010 to 2014.
1. Type add intercom-group 1. Press Enter.
The system displays the Intercom Group screen.
2. Type 1 in the Length of Dial Code field.
Dial codes can be 1 or 2 digits long.
3. On row 1, type 2010 in the Ext field.
4. On row 1, type 1 in the DC field.
This is the code a user will dial to make an intercom call to extension 2010. The length of
this code must exactly match the entry in the Length of Dial Code field.
5. Repeat steps 3 and 4 for the remaining extensions.
Dial codes don’t have to be in order. Communication Manager fills in the Name field with
the name from the Station screen when you save changes.
6. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
445
Chapter 14: Managing Group Communications
To allow users to make intercom calls, you must administer feature buttons on the telephones in
the intercom group. You can administer buttons for dial intercom, automatic intercom, or both
on multi-appearance telephones. You can’t administer either intercom feature on single-line
telephones, but you can assign single-line telephones to intercom groups so those users can
receive intercom calls.
As an example, we will set up automatic intercom between extensions 2010 (dial code = 1) and
2011 (dial code = 2) in intercom group 1.
To set up automatic intercom between extensions 2010 and 2011:
1. Type change station 2010. Press Enter.
The system displays the Station screen.
2. Move to the page with the BUTTON ASSIGNMENTS fields.
3. In BUTTON ASSIGNMENTS field 4, type auto-icom. Press Tab.
The Grp and DC fields appear.
4. In the Grp field, type 1.
This is the number of the intercom group. Since an extension can belong to more than one
intercom group, you must assign a group number to intercom buttons.
5. In the DC field, type 2.
This is the dial code for extension 2011, the destination extension.
6. Press Enter to save your changes.
7. Repeat steps 1 to 6 for extension 2011.
Assign a dial code of 1 to 2011’s automatic intercom button.
To give a member of a group the ability to make intercom calls to all the other members,
administer a Dial Intercom button on the member’s telephone. Type the number of the
intercom group in the Grp field beside the Dial Intercom button.
You can also give one user instant, one-way access to another. For example, to give user A
instant, one-way access to user B, administer an Automatic Intercom button on A’s telephone
only. You don’t have to administer any intercom button on B’s telephone. If B has a Dial
Intercom button, he can make an intercom call to A the same way as he would to any other
group member.
When users are in the same call pickup group, or if Directed Call Pickup is enabled on your
server running Communication Manager, one user can answer an intercom call to another user.
To allow users to pick up intercom calls to other users, you must enter y in the Call Pickup on
Intercom Calls field on the Feature-Related System Parameters screen.
446
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Automatic Answer Intercom Calls
Related topics
See Abbreviated Dialing in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for information on another way for users to call each other
without dialing complete extension numbers.
See Intercom in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on intercom functions.
Setting up Automatic Answer Intercom Calls
Automatic Answer Intercom Calls (Auto Answer ICOM) allows a user to answer an intercom call
within the intercom group without pressing the intercom button. Auto Answer ICOM works with
digital, BRI, and hybrid telephones with built-in speaker, headphones, or adjunct speakerphone.
!
SECURITY ALERT:
SECURITY ALERT:
Press the Do Not Disturb button or the Send All Calls button on your telephone
when you don’t want someone in your intercom group to listen in on a call. Auto
Answer ICOM does not work when the Do Not Disturb button or the Send All
Calls button is pressed on the telephone.
Administering Auto Answer ICOM
This section contains an example, with step-by-step instructions, on how to set up Auto Answer
ICOM.
In this example, you set up Auto Answer ICOM on station 12345. To do so, complete the
following steps:
1. Type change station 12345.
The system displays the Station screen for extension 12345. Click Next Page until you
see the Feature Options page.
2. Move to the Auto Answer field and enter icom.
3. Press Enter to save your changes.
Administering Avaya Aura™ Communication Manager
May 2009
447
Chapter 14: Managing Group Communications
Observing Calls
Use this procedure to allow designated users, normally supervisors, to listen to other users’
calls. This capability is often used to monitor service quality in call centers and other
environments where employees serve customers over the telephone. On Communication
Manager, this is called "service observing" and the user observing calls is the "observer."
This section describes service observing in environments without Automatic Call Distribution
(ACD) or call vectoring. To use service observing in those environments, see Avaya Aura™ Call
Center 5.2 Automatic Call Distribution (ACD) Reference, 07-602568.
Before you start
On the System Parameter Customer-Options screen, verify that the:
●
Service Observing (Basic) field is y.
If you want to enable remote service observing by allowing remote users to dial a feature
access code, verify the:
●
Service Observing (Remote/By FAC) field is y.
If the appropriate field is not enabled, contact your Avaya representative.
Instructions
!
SECURITY ALERT:
SECURITY ALERT:
Listening to someone else’s calls might be subject to federal, state, or local laws,
rules, or regulations. It might require the consent of one or both of the parties on
the call. Familiarize yourself with all applicable laws, rules, and regulations and
comply with them when you use this feature.
In this example, we’ll set up service observing for a manager. The manager’s class of restriction
is 5. We’ll assign a feature button to the manager’s telephone and allow her to monitor calls on
local extensions that have a class of restriction of 10. Everyone on an observed call will hear a
repetitive warning tone.
To set up service observing:
1. Set the observer’s class of restriction to permit service observing:
a. In the Class of Restriction screen for COR 5, type y in the Can Be A Service
Observer? field.
b. Move to the page of the Class of Restriction screen that shows service observing
permissions.
448
Administering Avaya Aura™ Communication Manager
May 2009
Observing Calls
c. Type y in the field for class of restriction 10.
2. In the Class of Restriction screen for COR 10, type y in the Can Be Service Observed?
field.
Anyone with class of restriction 5 now has permission to observe extensions with class of
restriction 10. To further restrict who can observe calls or be observed, you might want to
create special classes of restriction for both groups and use these classes only for the
appropriate extensions.
3. In the Station screen, assign a Service Observing button to the observer’s telephone.
A service observing button permits users to switch between listen-only and listen-and-talk
modes simply by pressing the button.
4. To activate the warning tone, type y in the Service Observing — Warning Tone field on
the Feature-Related System Parameters screen.
A unique 2-second, 440-Hz warning tone plays before an observer connects to the call.
While the call is observed, a shorter version of this tone repeats every 12 seconds.
In order for users to activate service observing by feature access codes, use the Feature
Access Code (FAC) screen to administer codes in one or both of the following fields:
●
Service Observing Listen Only Access Code
●
Service Observing Listen/Talk Access Code
When using feature access codes, observers must choose a mode at the start of the session.
They cannot switch to the other mode without ending the session and beginning another.
Note:
Note:
Note:
Feature access codes are required for remote observing.
Note:
Best practices for service observing:
●
Do not add a bridged appearance as line appearance 1 for any station. Doing this
can cause unexpected feature interactions with features like Service Observing
and TTI.
●
You can observe calls on a primary extension as well as all bridged appearances
of that extension. You cannot observe the bridged appearances on the bridged
extension’s telephone. For example, if you are observing extension 3082 and this
telephone also has a bridged appearance for extension 3282, you cannot observe
calls on the bridged call appearance for 3282. But if you observe extension 3282,
you can observe activity on the primary and all of the bridged call appearances of
3282.
●
If you are a primary telephone user or a bridging user, you can bridge onto a
service observed call of the primary at any time. If you are a bridging user, you
cannot activate Service Observing using a bridged call appearance.
●
If the primary line is service observing on an active call, a bridged call appearance
cannot bridge onto the primary line that is doing the service observing.
Administering Avaya Aura™ Communication Manager
May 2009
449
Chapter 14: Managing Group Communications
Related topics
See Service Observing in Avaya Aura™ Communication Manager Feature Description and
Implementation, 555-245-205, for detailed information on service observing.
450
Administering Avaya Aura™ Communication Manager
May 2009
Chapter 15: Managing Data Calls
Types of Data Connections
You can use Communication Manager to allow the following types of data elements/devices to
communicate to the world:
●
Data Terminals
●
Personal computers
●
Host Computers (for example, CentreVu CMS or CM Messaging)
●
Digital Phones (Digital Communications Protocol (DCP) and Integrated Services Digital
Network-Basic Rate Interface (ISDN-BRI))
●
Audio/Video Equipment
●
Printers
●
Local area networks (LAN)
You enable these connections using a large variety of data communications equipment, such
as:
●
Modems
●
Data Modules
●
Asynchronous Data Units (ADU)
●
Modem Pools
●
Data/modem pooling circuit packs
Once you have connected these data devices to Communication Manager, you can use
networking and routing capabilities to allow them to communicate with other devices over your
private network or the public network.
This section describes the system features available to enable data communications.
Data Call Setup
Data Call Setup provides multiple methods to set up a data call:
●
Data-terminal (keyboard) dialing
Administering Avaya Aura™ Communication Manager
May 2009
451
Chapter 15: Managing Data Calls
●
Telephone dialing
●
Hayes AT command dialing
●
Administered connections
●
Hotline dialing
Administering Data Call Setup
For data-terminal dialing:
1. Choose one of the following data modules and administer all fields:
●
Processor/Trunk Data Module
●
Data Line Data Module
●
7500 Data Module
2. On the Modem Pool Group screen, administer the Circuit Pack Assignments field.
For telephone dialing:
1. Choose one of the following:
●
On the Feature Access Code (FAC) screen, administer the Data Origination Access
Code field. See Feature Access Code (FAC) in Avaya Aura™ Communication
Manager Screen Reference, 03-602878, for more information.
●
On the Station screen, assign one button as data-ext (Ext:).
2. Choose one of the following data modules and administer all fields:
●
Processor/Trunk Data Module
●
Data Line Data Module
3. On the Modem Pool Group screen, administer the Circuit Pack Assignments field.
Depending on the hardware used, assign ports to the following:
452
●
Data modules
●
7400D-series or CALLMASTER digital telephones
●
7500D-series telephones with asynchronous data module (ADM)
●
Analog modems (port is assigned using 2500 telephone screen)
Administering Avaya Aura™ Communication Manager
May 2009
Data Call Setup
Characters used in Data Call Setup
Basic-digit dialing is provided through an ADM or 7500B data module. The user can enter digits
from 0 to 9, *, and # from a 7500 or 8500 series telephone keypad or an EIA-terminal interface.
In addition, the user can dial the following special characters.
Table 6: Special characters
Character
Use
SPACE, -, (, and)
improves legibility. Communication Manager
ignores these characters during dialing.
+ character (wait)
interrupts or suspends dialing until the user
receives dial tone
, (pause)
inserts a 1.5-second pause
% (mark)
indicates digits for end-to-end signaling
(touch-tone). This is required when the trunk
is rotary. It is not required when the trunk is
touch-tone.
UNDERLINE or
BACKSPACE
corrects previously typed characters on the
same line
@
deletes the entire line and starts over with a
new DIAL: prompt
Each line of dialing information can contain up to 42 characters (the + and % characters count
as two each).
Examples of dialing are:
●
DIAL: 3478
●
DIAL: 9+(201) 555-1212
●
DIAL: 8, 555-2368
●
DIAL: 9+555-2368+%9999+123 (remote access)
Administering Avaya Aura™ Communication Manager
May 2009
453
Chapter 15: Managing Data Calls
The following call-progress messages and their meanings are provided for DCP and ISDN-BRI
modules.
Table 7: Call-progress messages
Message
Application
Meaning
DIAL:
DCP
Equivalent to dial tone. Enter the
desired number or FAC followed by
Enter.
CMD
BRI
Equivalent to dial tone. Enter the
desired number or FAC followed by
Enter.
RINGING
DCP, BRI
Equivalent to ringing tone. Called
terminal is ringing.
BUSY
DCP, BRI
Equivalent to busy tone. Called
number is busy or out of service.
ANSWERED
DCP, BRI
Call is answered.
ANSWERED NOT DATA
DCP
Call is answered and a modem
answer tone is not detected.
TRY AGAIN
DCP, BRI
Equivalent to reorder tone. System
facilities are currently not available.
DENIED
DCP, BRI
Equivalent to intercept tone. Call
cannot be placed as dialed.
ABANDONED
DCP, BRI
Calling user has abandoned the call.
NO TONE
DCP, BRI
Tone is not detected.
CHECK
OPTIONS
DCP, BRI
Data-module options are
incompatible.
XX IN QUEUE
DCP, BRI
Current position in queue.
PROCESSING
DCP, BRI
Out of queue. Facility is available.
TIMEOUT
DCP, BRI
Time is exceeded. Call terminates.
FORWARDED
DCP, BRI
Equivalent to redirection-notification
signal. Called terminal activates Call
Forwarding and receives a call, and
call is forwarded.
INCOMING
CALL
DCP, BRI
Equivalent to ringing.
1 of 2
454
Administering Avaya Aura™ Communication Manager
May 2009
Data Call Setup
Table 7: Call-progress messages (continued)
Message
Application
Meaning
INVALID
ADDRESS
DCP
Entered name is not in
alphanumeric-dialing table.
WRONG
ADDRESS
BRI
Entered name is not in
alphanumeric-dialing table.
PLEASE ANS-
DCP, BRI
Originating telephone user
transferred call to data module using
One-Button Transfer to Data.
TRANSFER
DCP
Data Call Return-to-Voice is
occurring.
CONFIRMED
DCP, BRI
Equivalent to confirmation tone.
Feature request is accepted, or call
has gone to a local coverage point.
OTHER END
DCP, BRI
Endpoint has terminated call.
DISCONNECTE
D
DCP, BRI
Call is disconnected.
WAIT
DCP, BRI
Normal processing continues.
WAIT, XX IN
QUEUE
DCP
Call is in a local hunt-group queue.
2 of 2
DCP data modules
Data-terminal dialing
DCP data-terminal dialing allows a user to set up and disconnect data calls directly from a data
terminal as follows.
1. At the DIAL: prompt, the user types the data number. The message RINGING displays.
2. If the call is queued, the message WAIT, XX IN QUEUE displays. The queue position XX
updates as the call moves up in queue.
3. To originate and disconnect a call, the user presses BREAK. If the terminal does not
generate a 2-second continuous break signal, the user can press originate/disconnect on
the data module.
4. The user can enter digits at the DIAL: prompt.
Administering Avaya Aura™ Communication Manager
May 2009
455
Chapter 15: Managing Data Calls
Telephone dialing
DCP telephone dialing allows telephone users to originate and control data calls from a
telephone.
Users can set up a call using any unrestricted telephone and then transfer the call to a data
endpoint.
The primary way to make data calls is with multiappearance telephone data-extension buttons.
Assign any administrable feature button as a data-extension button. The data-extension button
provides one-touch access to a data module. The number of assigned data-extension buttons
per telephone is not limited.
The following options, either alone or combined, permit flexibility in making data calls from a
telephone.
●
One-Button Transfer to Data
A user can transfer a call to the associated data module by pressing the data-extension
button after the endpoint answers.
●
Return-to-Voice
A user can change the connection from data to voice. The user presses the data-extension
button associated with the busy data module. If the user hangs up, the call disconnects.
Return of a data call to the telephone implies that the same data call is continued in the
voice mode, or transferred to point.
The Return-to-Voice feature is denied for analog adjuncts.
●
Data Call Preindication
A user, before dialing a data endpoint, can reserve the associated data module by
pressing the data-extension button. This ensures that a conversion resource, if needed,
and the data module are reserved for the call. Avaya recommends the use of Data Call
Preindication before 1-button transfer to data for data calls that use toll-network facilities.
Data Call Preindication is in effect until the associated data-extension button is pressed
again for a 1-button transfer; there is no time-out.
ISDN-BRI data modules
Data-terminal dialing
A user can set up and disconnect data calls directly from a data terminal without using a
telephone as follows:
1. The user presses Enter a few times. If the CMD: prompt does not appear, the user
presses Break A + T at the same time, and then presses Enter.
2. At the CMD: prompt, the user types and presses Enter.
456
Administering Avaya Aura™ Communication Manager
May 2009
Data Call Setup
3. To disconnect, the user enters +++. At the CMD: prompt, the user types end and presses
Enter.
Telephone dialing
To make a data call, an ISDN-BRI telephone user presses the data button on the terminal,
enters the number on the dial pad, and then presses the data button again.
The following data functions are not available on ISDN-BRI telephones:
●
One-Button Transfer to Data
●
Return-to-Voice
●
Data Call Preindication
●
Voice-Call Transfer to Data and Data-Call Transfer to Voice
The system handles all presently defined BRI bearer data-call requests. Some capabilities that
are not supported by Avaya terminals are provided by non-Avaya terminals. If Communication
Manager does not support a capability, a proper cause value returns to the terminal.
BRI terminals receive a cause or reason code that identifies why a call is being cleared. The
BRI data module converts certain cause values to text messages for display.
In a passive-bus multipoint configuration, the system supports two BRI endpoints per port, thus
doubling the capacity of the BRI circuit pack. When you change the configuration of a BRI from
point-to-point to multipoint, the original endpoint does not need to reinitialize. Only endpoints
that support service profile identifier (SPID) initialization can be administered in a multipoint
configuration.
Analog modems
When a telephone user places a data call with a modem, the user dials the data-origination
access code assigned in the system before dialing the endpoint.
Considerations
●
A BRI telephone cannot call a data terminal, and a data terminal cannot call a BRI
telephone.
Administering Avaya Aura™ Communication Manager
May 2009
457
Chapter 15: Managing Data Calls
Interactions
●
Abbreviated Dialing
Only 22 of the 24 (maximum) digits in an abbreviated-dialing number are available for
keyboard dialing. The remaining two digits must contain the wait indicator for tone
detection.
●
Call Coverage
A hunt group made up of data endpoints cannot be assigned a coverage path.
●
Call Detail Recording
CDR records the use of modem pools on trunk calls.
●
Call Forwarding All Calls
Calls received by a data module can be forwarded. Activate Call Forwarding All Calls with
data-terminal (keyboard) dialing. If the forwarded-to endpoint is an analog endpoint and
the caller is a digital endpoint, modem pooling is activated automatically.
●
Pooled Modems with Hunt Groups
UCD can provide a group of data modules or analog modems for answering calls to
connected facilities (for example, computer ports).
●
World-Class Tone Detection
Multiple-line data-terminal dialing is supported if the administered level of tone detection is
precise. You can administer tone-detection options. The message that Data Call Setup
sends to users varies according to the option.
If the option is not set to precise, and a data call is set up over an analog trunk, messages
describing the status of the called endpoint (for example, RINGING, BUSY, TRY AGAIN)
change according to which tone-detection option is selected.
Alphanumeric Dialing
Alphanumeric Dialing enhances data-terminal dialing by allowing users to place data calls by
entering an alphanumeric name rather than a long string of numbers.
For example, a user could type 9+1-800-telefon instead of 9+1-800-835-3366 to make a call.
Users need to remember only the alpha-name of the far-end terminating point.
Alphanumeric Dialing allows you to change a mapped string (digit-dialing address) without
having to inform all users of a changed dial address. Users dial the alpha name.
458
Administering Avaya Aura™ Communication Manager
May 2009
Data Hotline
When a user enters an alphanumeric name, the system converts the name to a sequence of
digits according to an alphanumeric-dialing table. If the entered name is not found in the table,
the system denies the call attempt and the user receives either an Invalid Address
message (DCP) or a Wrong Address message (ISDN-BRI).
Because data terminals access Communication Manager via DCP or ISDN-BRI data modules,
dialing procedures vary:
●
For DCP, at the DIAL: prompt users type the alphanumeric name. Press Enter.
●
For ISDN-BRI, at the CMD: prompt users type d, a space, and the alphanumeric name.
Press Enter.
More than one alphanumeric name can see the same digit string.
Administering Alphanumeric Dialing
To set up alphanumeric dialing:
1. On the Alphanumeric Dialing Table screen, administer the Alpha-name and Mapped
String fields.
Considerations
Note:
Note:
Alphanumeric dialing does not apply to endpoints with Hayes modems.
Data Hotline
Data Hotline provides for automatic-nondial placement of a data call preassigned to an endpoint
when the originating server goes off-hook. Use for security purposes.
Administering Data Hotline
To administer a data hotline:
1. You can use an abbreviated dialing list for your default ID. See Abbreviated Dialing in
Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for more information.
2. On the Station screen, administer the following fields.
Administering Avaya Aura™ Communication Manager
May 2009
459
Chapter 15: Managing Data Calls
●
Abbreviated Dialing List
●
Special Dialing Option
●
Hot Line Destination
3. On the Data Module screen, administer the Abbreviated Dialing List1 field.
The system automatically places Data Hotline calls to preassigned extensions or off-premises
numbers. Calling terminals are connected to the system by a data module. Users should store
the destination number in the abbreviated dialing list for future reference.
Interactions
●
Call Forwarding — All Calls
A Data Hotline caller cannot activate both Call Forwarding and Data Hotline. Dialing the
Call Forwarding feature access code (FAC) causes activation of the Data Hotline instead.
Data Privacy
Data Privacy protects analog data calls from being disturbed by any of the system’s overriding
or ringing features.
Administering Data Privacy
To administer data privacy:
1. Choose either of the following:
●
On the Feature Access Code (FAC) screen, administer the Data Privacy Access
Code field.
●
On the Class of Service screen, administer the Data Privacy field.
2. On the Station screen, administer the Class of Service field.
To activate this feature, the user dials the activation code at the beginning of the call.
460
Administering Avaya Aura™ Communication Manager
May 2009
Data Privacy
Considerations
●
Data Privacy applies to both voice and data calls. You can activate Data Privacy on
Remote Access calls, but not on other incoming trunk calls. Data Privacy is canceled if a
user transfers a call, is added to a conference call, is bridged onto a call, or disconnects
from a call. You can activate Data Privacy on calls originated from attendant consoles.
●
For virtual extensions, assign the Data Privacy Class of Service to the mapped-to physical
extension.
Interactions
●
Attendant Call Waiting and Call Waiting Termination
If Data Privacy is active, Call Waiting is denied.
●
Bridged Call Appearance — Single-Line Telephone
If you activate Data Privacy or assign Data Restriction to a station involved in a bridged
call and the primary terminal or bridging user attempts to bridge onto the call, this action
overrides Data Privacy and Data Restriction.
●
Busy Verification
Busy Verification cannot be active when Data Privacy is active.
●
Intercom — Automatic and Dial
An extension with Data Privacy or Data Restriction active cannot originate an intercom
call. The user receives an intercept tone.
●
Music-on-Hold Access
If a user places a call with Data Privacy on hold, the user must withhold Music-on-Hold to
prevent the transmission of tones that a connected data service might falsely interpret as a
data transmission.
●
Priority Calls
If a user activates Data Privacy, Priority Calls are denied on analog telephones. However,
Priority Calls appear on the next available line appearance on multiappearance
telephones.
Administering Avaya Aura™ Communication Manager
May 2009
461
Chapter 15: Managing Data Calls
Default Dialing
Default Dialing provides data-terminal users who dial a specific number the majority of the time
a very simple method of dialing that number. Normal data terminal dialing and alphanumeric
dialing are unaffected.
Default Dialing enhances data terminal (keyboard) dialing by allowing a data-terminal user to
place a data call to a preadministered destination by either pressing Enter at the DIAL: prompt
(for data terminals using DCP data modules) or typing d and pressing Enter at the CMD:
prompt (for data terminals using ISDN-BRI data modules). The data-terminal user with a DCP
data module can place calls to other destinations by entering the complete address after the
DIAL: prompt (normal data terminal dialing or alphanumeric dialing). The data-terminal user
with an ISDN-BRI data module can place calls to other destinations by typing d, a space, the
complete address. Press Enter after the CMD: prompt.
Note:
Note:
DU-type hunt groups connecting the system to a terminal server on a host
computer have hunt-group extensions set to no keyboard dialing.
For the AT command interface supported by the 7400A/7400B/8400B data module, to dial the
default destination, enter the ATD command (rather than press return).
Administering Default Dialing
To administer default dialing:
1. You can use an abbreviated dialing list for your default ID. See Abbreviated Dialing in
Avaya Aura™ Communication Manager Feature Description and Implementation,
555-245-205, for more information.
2. On the Data Module screen, administer the following fields:
●
Special Dialing Option as default.
●
Abbreviated Dialing List, enter the list to use.
●
AD Dial Code.
Data Restriction
Data Restriction protects analog-data calls from being disturbed by any of the system’s
overriding or ringing features or system-generated tones.
Data Restriction applies to both voice and data calls.
462
Administering Avaya Aura™ Communication Manager
May 2009
Data Restriction
Once you administer Data Restriction for an analog or multiappearance telephone or trunk
group, the feature is active on all calls to or from the terminal or trunk group.
Note:
Do not assign Data Restriction to attendant consoles.
Note:
Administering Data Restriction
To administer data restriction:
1. On the Station screen, set the Data Restriction field to y.
2. Choose one of the following trunk groups and set the Data Restriction field to y.
●
Access
●
Advanced Private-Line Termination (APLT)
●
Circuit Pack (CP)
●
Customer-Premises Equipment (CPE)
●
Direct Inward Dialing (DID)
●
Foreign Exchange (FX)
●
Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI)
●
Release-Link Trunk (RLT)
●
Tandem
●
Tie
●
Wide Area Telecommunications Service (WATS)
Interactions - Data Restriction
●
Attendant Call Waiting and Call Waiting Termination
If Data Restriction is active, Call Waiting is denied.
●
Busy Verification
Busy Verification cannot be active when Data Restriction is active.
●
Intercom — Automatic and Dial
An extension with Data Privacy or Data Restriction activated cannot originate an intercom
call. The user receives an Intercept tone.
Administering Avaya Aura™ Communication Manager
May 2009
463
Chapter 15: Managing Data Calls
●
Music-on-Hold Access
If a user places a call with Data Restriction on hold, The user must withhold Music-on-Hold
to prevent the transmission of tones that a connected data service might falsely interpret
as a data transmission.
●
Priority Calls
Priority Calls are allowed if the analog station is idle. Call Waiting (including Priority Call
Waiting) is denied if the station is busy. However, Priority Calls appear on the next
available line appearance on multiappearance telephones.
●
Service Observing
A data-restricted call cannot be service observed.
Data-Only Off-Premises Extensions
Data-Only Off-Premises Extensions allows users to make data calls involving data
communications equipment (DCE) or digital terminal equipment (DTE) located remotely from
the system site.
A Data-Only Off-Premises Extension uses an on-premises modular trunk data module (MTDM).
The system communicates with remote data equipment through the private-line facility linking
the on-premises MTDM and the remote data equipment.
Users can place data calls to this type of data endpoint using Telephone Dialing or Data
Terminal (Keyboard) Dialing. Since there is no telephone at the remote site, originate data calls
from the remote data terminal using Keyboard Dialing only.
Administering Data-Only Off-Premises Extensions
To administer data-only off-premises extensions:
1. On the Processor/Trunk Data Module screen, administer all fields.
See Data Module in Avaya Aura™ Communication Manager Screen Reference,
03-602878, for more information.
Consideration
The system does not support communications between two TDMs. Modem Pooling is similar to
a TDM, it cannot be used on calls to or from a Data-Only Off-Premises Extension.
464
Administering Avaya Aura™ Communication Manager
May 2009
Data Modules — General
Interactions
●
Telephone Dialing
An on-premises multiappearance telephone might have a Data Extension button
associated with the TDM used for a Data-Only Off-Premises Extension. The telephone
user and the remote user share control of the data module. Actions of the user at the
telephone might affect the remote user.
- 1-Button Transfer to Data
The telephone user can transfer a call to the Data-Only Off-Premises Extension. The
Data Extension button lamp on the telephone lights and the Call in Progress lamp on
the data module lights during a data call.
- Data Call Preindication
The multiappearance telephone user presses the idle associated Data Extension
button to reserve a data module. The data module is busy to all other users. When the
user reserves a data module, the lamp associated with the Data Extension button
winks and lights at any other associated telephones. A remote user receives the BUSY
message when attempting to originate a call.
- Return-to-Voice
To establish a data call, the telephone user presses the associated busy Data
Extension button to transfer the call to the telephone. The data module associated with
the Data Extension button is disconnected from the call. The Call in Progress lamp on
the data module goes dark.
Data Modules — General
A data module is a connection device between a basic-rate interface (BRI) or DCP interface of
the Avaya S8XXX Server and DTE or DCE.
The following types of data modules can be used with the system:
●
Announcement data module
●
Data line data module
●
Processor/trunk data module (P/TDM)
●
7500 data module
●
World Class BRI data module
●
Ethernet data module.
●
Point-to-Point Protocol (PPP) data module.
Administering Avaya Aura™ Communication Manager
May 2009
465
Chapter 15: Managing Data Calls
For more information, see Administering Network Connectivity on Avaya Aura™
Communication Manager, 555-233-504.
Note:
Note:
The 51X series Business Communications Terminals (BCT) are not administered
on the Data Module screen. The 510 BCT (equivalent to a 7405D with a display
and built-in DTDM), 515 BCT (equivalent to a 7403D integrated with 7405D
display module function, data terminal and built-in DTDM), and the 7505D,
7506D, and 7507D have a DCP interface but have built-in data module
functionality. Both are administered by means of the Station screen in
Communication Manager.
Detailed description of data modules
TTI allows data modules without hardware translation to merge with an appropriate data module
connected to an unadministered port. The unadministered port is given TTI default translation
sufficient to allow a terminal connected to the data module (connected to the port) to request a
TTI merge with the extension of a data module administered without hardware translation.
Note:
Note:
TTI is not useful for Announcement and X.25 hardware.
Administration Without Hardware supports PDM, TDM, Data-Line, Announcement, and X.25
data modules.
Note:
Note:
The 513 BCT has an EIA interface rather than a DCP interface (no built in data
module, attachable telephone, or telephone features). The 513 BCT is not
administered; only the data module to which the 513 BCT is connected is
administered.
7400A/7400B+/8400B+ Data Module
Use the 7400A data module instead of an MTDM when you support combined Modem Pooling.
The 7400A data module supports asynchronous operation at speeds up to 19200-bps, and
provides a DCP interface to the server and an EIA 232C interface to the associated modem.
The 7400A operates in stand-alone mode as a data module.
7400B+ and 8400B+ data modules support asynchronous-data communications and operate in
stand-alone mode for data-only service or in linked mode, which provides simultaneous voice
and data service. The 7400B+ and 8400B+ provide voice and data communications to 7400D
series telephones and 602A1 CALLMASTER telephones that have a connection to a data
terminal or personal computer. The data modules integrate data and voice into the DCP
466
Administering Avaya Aura™ Communication Manager
May 2009
Data Modules — General
protocol required to interface with the server via a port on a digital-line circuit pack. Use the
7400B+ or 8400B+ instead of an MPDM when you need asynchronous operation at speeds up
to 19.2-kbps to provide a DCP interface to the server for data terminals and printers. The
7400B+ and 8400B+ do not support synchronous operation and keyboard dialing. Dialing is
provided using the standard Hayes command set.
7400D
This data module supports synchronous operation with CM Messaging, CMS, and DCS. It
provides synchronous data transmissions at speeds of 19.2-Kbps full duplex.
7400C High Speed Link
The 7400C high-speed link (HSL) is a data-service unit that allows access to DCP data
services. It provides synchronous data transmission at speeds of 56- and 64-Kbps and provides
a link to high-speed data networks. Used for Group 4 fax applications that include electronic
mail and messaging, and electronic storage of printed documents and graphics. Use the 7400C
for video teleconferencing and LAN interconnect applications.
7500 Data Modules
The 7500 Data Module connects DTE or DCE to the ISDN network. The 7500 Data Module
supports EIA 232C and V.35 interfaces and RS-366 automatic-calling unit interface (for the EIA
232C interface only).
The 7500 has no voice functions. Configure in the following ways:
●
Asynchronous DCE
300, 1200, 2400, 4800, 9600, 19200-bps
●
Synchronous DCE
1200, 2400, 4800, 9600, 19200, 56000, 64000-bps
●
Asynchronous DTE (used for modem pooling)
up to 19200-bps
The 7500 Data Module is stand-alone or in a multiple-mount housing.
Asynchronous Data Module
Note:
Note:
The alias station command cannot be used to alias data modules.
Administering Avaya Aura™ Communication Manager
May 2009
467
Chapter 15: Managing Data Calls
Use the Asynchronous Data Module (ADM) with asynchronous DTEs as a data stand for the
7500 and 8500 Series of ISDN-BRI telephones, thus providing connection to the ISDN network.
The ADM provides integrated voice and data on the same telephone and supports data rates of
300, 1200, 2400, 4800, 9600, and 19200-bps. This module also supports the Hayes command
set, providing compatibility with PC communications packages.
Administered Connection
An Administered Connection (AC) is a connection between two access or data endpoints.
Communication Manager automatically establishes and maintains the connection based on the
attributes you administer. ACs provides the following capabilities.
●
Support of both permanent and scheduled connections
●
Auto Restoration (preserving the active session) for connections routed over Software
Defined Data Network (SDDN) trunks
●
Administrable retry interval (from 1 to 60 minutes) per AC
●
Administrable alarm strategy per AC
●
Establishment/retry/auto restoration order based on administered priority
Detailed description
Establish an AC between the following:
●
Two endpoints on the same Avaya DEFINITY server or Avaya S8XXX Server
●
Two endpoints in the same private network, but on different servers
●
One endpoint on the controlling server and another endpoint off the private network
In all configurations, administer the AC on the server having the originating endpoint. For an AC
in a private network, if the two endpoints are on two different servers, normally the connection
routes via Automatic Alternate Routing (AAR) through tie trunks (ISDN, DS1, or analog tie
trunks) and intermediate servers. If required, route the connection via Automatic Route
Selection (ARS) and Generalized Route Selection (GRS) through the public network. The call
routes over associated ISDN trunks. When the far-end answers, a connection occurs between
the far-end and the near-end extension in the Originator field on the Administered
Connection screen.
Because the system makes an administered connection automatically, you do not use the
following:
●
Data Call Setup
Do not assign a default dialing destination to a data module when it is used in an AC.
468
Administering Avaya Aura™ Communication Manager
May 2009
Administered Connection
●
Data Hotline
Do not assign a hotline destination to a data module that is used in an AC.
●
Terminal Dialing
Turn off terminal dialing for data modules involved in an AC. This prevents display of
call-processing messages (INCOMING CALL,...) on the terminal.
Access endpoints
Access endpoints are non-signaling trunk ports. They neither generate signaling to the far-end
of the trunk nor respond to signaling from the far-end. Designate an access endpoint as the
originating endpoint or destination endpoint in an AC.
Typical AC applications
The following are typical AC applications:
●
A local data endpoint connection to a local or remote-access endpoint. Examples: an
MPDM ACCUNET digital service connecting to SDDN via an ISDN trunk-group DS1 port;
an MPDM ACCUNET digital service connecting to an ACCUNET Switched 56 Service via
a DS1 port.
●
A local-access endpoint connecting to a local or remote-access endpoint. Examples: a
DSO cross-connect and a 4-wire leased-line modem to a 4-wire modem connection via an
analog tie trunk.
●
A local data endpoint connecting to a local or remote data endpoint such as a connection
between two 3270 data modules.
Note:
The following guidelines do not include AAR and ARS, or GRS administration
information for routing AC calls over trunk groups. See the respective feature
elsewhere in this book for that information.
Note:
Establishing Administered Connections
The originating server or Avaya S8XXX Server attempts to establish an AC only if one of the
following conditions exist:
●
AC is active.
●
AC is due to be active (either a permanent AC or time-of-day requirements are satisfied if
it is a scheduled AC).
●
Originating endpoint is in in-service or idle state.
Administering Avaya Aura™ Communication Manager
May 2009
469
Chapter 15: Managing Data Calls
If the originating endpoint is not in service or is idle, no activity takes place for the AC until the
endpoint transitions to the desired state. The originating server uses the destination address to
route the call to the desired endpoint. When the server establishes two or more ACs at the
same time, Communication Manager arranges the connections in order of priority.
AC attempts can fail for the following reasons:
●
Resources are unavailable to route to the destination.
●
A required conversion resource is not available.
●
Access is denied by class of restriction (COR), facilities restriction level (FRL), or bearer
capability class (BCC). Or, an attempt is made to route voice-band-data over SDDN trunks
in the public switch network.
●
Destination address is incorrect.
●
Destination endpoint is busy.
●
Other network or signaling failures occur.
In the event of a failure, an error is entered into the error log, which generates an alarm, if it is
warranted by your alarming strategy. You can display AC failures via the
status-administered connection command.
As long as an AC is due to be active, the originating server continues to establish an AC unless
the attempt fails because of an administrative error (for example, a wrong number) or
service-blocking condition (for example, outgoing calls barred).
●
The frequency with which failed attempts are retried is determined by the administered
retry interval (1 to 60 minutes) for each AC.
●
Retries are made after the retry interval has elapsed regardless of the restorable attribute
of the AC.
●
ACs are retried in priority order.
●
When you change the time of day on Communication Manager, an attempt is made to
establish all ACs in the waiting-for-retry state.
Dropping Administered Connections
An AC remains active until one of the following occurs:
470
●
The AC is changed, disabled, or removed.
●
The time-of-day requirements of a scheduled AC are no longer satisfied.
●
One of the endpoints drops the connection. This could be because of user action (in the
case of a data endpoint), maintenance activity resulting from an endpoint failure, busying
out of the endpoint, or handshake failure. If the endpoints are incompatible, the connection
is successful until handshake failure occurs.
Administering Avaya Aura™ Communication Manager
May 2009
Administered Connection
Note:
An AC between access endpoints remains connected even if the attached access
equipment fails to handshake.
Note:
●
An interruption (for example, facility failure) occurs between the endpoints.
If an AC drops because it was disabled/removed or is no longer due to be active, no action is
taken. If an AC drops because of changed AC attributes, an immediate attempt is made to
establish the connection with the changed attributes if it is still due to be active. Existing entries
in the error/alarm log are resolved if they no longer apply. If handshake failure resulted in the
dropping of the connection, in the case of an AC involving at least one data endpoint, no action
is taken for that AC until the change administered-connection command is executed.
Administered Connections failure: Auto
Restoration and Fast Retry
When an active AC drops prematurely, you must invoke either auto restoration or fast retry to
determine whether auto restoration is attempted for an active AC.
If you option AC for auto restoration and the connection was routed over SDDN trunks, auto
restoration is attempted. During restoration, connections are maintained between the server
and both endpoints. In addition to allowing the active session to be maintained, AC also
provides a high level of security by prohibiting other connections from intervening in active
sessions. Auto restoration generally completes before the 60-second endpoint holdover
interval. If auto restoration is successful, the call might be maintained (no guarantee). The
restoration is transparent to the user with the exception of a temporary disruption of service
while restoration is in progress. A successful restoration is reflected by the restored state on the
status Administered Connection screen. Although the restoration was successful, the data
session might not have been preserved.
If auto restoration is not active or if the AC is not routed over SDDN trunks, Communication
Manager immediately attempts to reestablish the connection (fast retry). Communication
Manager also attempts a retry if the originating endpoint initiated the drop. With fast retry,
connections are not maintained on both ends. Fast Retry is not attempted for an AC that was
last established via fast retry, unless the AC is active for at least two minutes.
If auto restoration or fast retry fails to restore or reestablish the connection, the call drops and
the AC goes into retry mode. Retry attempts continue, at the administered retry interval, as long
as the AC is due to be active.
Administering Administered Connections
To administer administered connections:
1. Choose one of the following data modules and administer all fields:
●
Data Line Data Module (use with Data Line circuit pack)
Administering Avaya Aura™ Communication Manager
May 2009
471
Chapter 15: Managing Data Calls
●
Processor/Trunk Data Module (use with one of the following:)
MPDMs, 700D, 7400B, 7400D, or 8400B
MTDMs, 700B, 700C, 700E, or 7400A
●
Processor Interface Data Module (for more information, see Administering Network
Connectivity on Avaya Aura™ Communication Manager, 555-233-504)
●
X.25 Data Module (for more information, see Administering Network Connectivity on
Avaya Aura™ Communication Manager, 555-233-504)
●
7500 Data Module (use with ISDN Line 12-BRI-S-NT or ISDN Line 12-BRI-U-NT circuit
pack)
●
World Class Core BRI Data Module (use with wcbri)
1. On the DS1 Circuit Pack screen, administer all fields. Use with switch node carriers.
2. On the Access Endpoint screen, administer all fields.
3. On the Trunk Group screen, choose one of the following trunk groups and administer all
fields.
●
ISDN-BRI
●
ISDN-PRI
●
Tie
4. On the Class of Restriction screen, administer all fields.
5. On the Class of Service screen, administer all fields.
6. On the Dial Plan Parameters screen, administer the Local Node Number field with a
number from 1-63 that matches the DCS switch node number and the CDR node number.
7. On the Administered Connection screen, administer all fields.
8. On the Station screen, assign one button as ac-alarm.
9. On the Attendant Console screen, assign one button as ac-alarm.
Interactions
●
Abbreviated Dialing
Use Abbreviated Dialing entries in the Destination field. Entries must comply with
restrictions.
●
Busy Verification of Stations and Trunks
This feature does not apply to access endpoints because they are used only for data.
472
Administering Avaya Aura™ Communication Manager
May 2009
Administered Connection
●
Call Detail Recording
For an AC that uses a trunk when CDR is active, the origination extension is the originator
of the call.
●
Class of Restriction
Reserve a COR for AC endpoints and SDDN trunks. This restricts endpoints that are not
involved in AC from connecting to SDDN trunks or endpoints involved in AC.
●
Class of Service/Call Forwarding
Assign to an AC endpoint a COS that blocks Call Forwarding activation at the endpoint.
●
Digital Multiplexed Interface (DMI)
Use DMI endpoints as the destination in an AC. DMI endpoints do not have associated
extensions, so do not use them as the originator in an AC.
●
Facility Test Calls
The feature does not apply to access endpoints because an access endpoint acts as an
endpoint rather than as a trunk.
●
Modem Pooling
If you require a modem in an AC, one is inserted automatically. If no modem is available,
the connection is dropped.
●
Non-Facility Associated Signaling (NFAS) and D-Channel Backup
Auto restoration for an AC that is initially routed over an NFAS facility can fail if the only
backup route is over the facility on which the backup D-channel is administered. The
backup D-channel might not come into service in time to handle the restoration attempt.
●
Set Time Command
When you change the system time via the set time command, all scheduled ACs are
examined. If the time change causes an active AC to be outside its scheduled period, the
AC is dropped. If the time change causes an inactive AC to be within its scheduled period,
Communication Manager attempts to establish the AC.
If any AC (scheduled or continuous) is in retry mode and the system time changes,
Communication Manager attempts to establish the AC.
●
System Measurements
Access endpoints are not measured. All other trunks in an AC are measured as usual.
Administering Avaya Aura™ Communication Manager
May 2009
473
Chapter 15: Managing Data Calls
Modem Pooling
Modem Pooling allows switched connections between digital-data endpoints (data modules)
and analog-data endpoints via pods of acoustic-coupled modems. The analog-data endpoint is
either a trunk or a line circuit.
Data transmission between a digital data endpoint and an analog endpoint requires conversion
via a modem, because the DCP format used by the data module is not compatible with the
modulated signals of an analog modem. A modem translates DCP format into modulated
signals and vice versa.
Modem Pooling feature provides pools of integrated-conversion modems and
combined-conversion modems.
Integrated-conversion modem pools have functionality integrated on the Pooled Modem circuit
pack, providing two modems. Each one emulates a TDM cabled to a 212 modem. Integrated
are modem pools not available in countries that use A-law companding.
Combined-conversion modem pools are TDMs cabled to any TDM-compatible modem.
Combined-conversion modem pools can be used with all systems.
The system can detect the needs for a modem. Data calls from an analog-data endpoint require
that the user indicate the need for a modem, because the system considers such calls to be
voice calls. Users indicate this need by dialing the data-origination access code field on the
Feature Access Code (FAC) screen before dialing the digital-data endpoint.
The system provides a Hold Time parameter to specify the maximum time any modem can be
held but not used (while a data call is in queue).
Administering Modem Pooling
For Integrated modem poolings:
1. On the Modem Pool Group screen, administer all fields.
2. On the Feature Access Code (FAC) screen, administer the Data Origination Access
Code field.
3. On the Data Module screen, administer all fields.
For Combined modem poolings:
1. On the Modem Pool Group screen, administer all fields.
2. On the Feature Access Code (FAC) screen, administer the Data Origination Access
Code field.
474
Administering Avaya Aura™ Communication Manager
May 2009
Modem Pooling
Considerations
●
On data calls between a data module and an analog-data endpoint, Return-to-Voice
releases the modem and returns it to the pool. The telephone user connects to the
analog-data endpoint.
●
For traffic purposes, the system accumulates data on modem-pooling calls separate from
voice calls. Measurements on the pools also accumulate.
●
Modem Pooling is not restricted. Queuing for modems is not provided, although calls
queued on a hunt group retain reserved modems.
●
Avoid mixing modems from different vendors within a combined pool because such
modems might differ in transmission characteristics.
●
Each data call that uses Modem Pooling uses four time slots (not just two). As a result,
heavy usage of Modem Pooling could affect TDM bus-blocking characteristics.
●
Tandem switches or servers do not insert a pooled modem. The originating and
terminating servers or switches insert a pooled modem.
Interactions
●
Call Detail Recording
Data call CDR records the use of modem pools on trunk calls.
●
Data Call Setup
Data calls to or from a TDM cannot use Modem Pooling.
●
Data Privacy and Data Restriction
The insertion of a modem pool does not turn off Data Privacy or Data Restriction.
●
Data-Only Off-Premises Extensions
Calls to or from a Data-Only Off-Premises Extension cannot use Modem Pooling, when
this type of digital-data endpoint uses a TDM.
●
DMI Trunks
If you place a data call from a local analog-data endpoint to a DMI trunk, you must dial the
data-origination access code to obtain a modem. Data calls on DMI trunks to local
analog-data endpoints automatically obtain modems.
●
DS1 Tie Trunk Service
Connect modems used for Modem Pooling to AVD DS1 tie trunks via Data Terminal
Dialing or by dialing the feature-access code for data origination.
Administering Avaya Aura™ Communication Manager
May 2009
475
Chapter 15: Managing Data Calls
PC Interface
The personal computer (PC) Interface consists of the PC/PBX platforms and PC/ISDN Platform
product family. These products are used with Communication Manager to provide users of
IBM-compatible PCs fully-integrated voice and data workstation capabilities.
Two groups of different configurations are available for PC Interface: group 1 uses DCP and
group 2 uses the ISDN-BRI (Basic Rate Interface) protocol.
The group 1 configurations consist of DCP configurations that use a DCP expansion card in the
PC to link to the server or Avaya S8XXX Server. Group 1 (shown in DCP PC interface
configuration (Group 1) on page 476) uses the following connections:
●
The PC Interface card plugs into an expansion slot on the PC. The card has 2 standard
8-pin modular jacks (line and telephone).
●
The digital telephone plugs into the telephone jack on the PC Interface card.
●
The line jack on the card provides a digital port connection to Avaya DEFINITY servers.
●
The distance between the PC Interface card and the PBX should be no more than 1524m
for 24-gauge wire or 1219m for 26-gauge wire.
Figure 53: DCP PC interface configuration (Group 1)
Figure notes:
1. IBM-compatible PC with DCP Interface
card
2. IBM-compatible PC with DCP Interface
card
3. DCP
476
4. DCP telephone
5. Avaya (Digital Line, Digital Line
(16-DCP-2-Wire), or Digital Line
(24-DCP-2-wire) circuit pack)
6. Host
Administering Avaya Aura™ Communication Manager
May 2009
PC Interface
The group 2 configurations link to the server using a PC/ISDN Interface card installed in the PC.
This group can include a stand-alone PC terminal, or up to 4 telephones, handsets, or
headsets. Group 2 (shown in Figure 54) uses PC/ISDN Interface cards (up to four cards) which
plug into expansion slots on the PC. These cards each provide 2 standard 8-pin modular-jack
connections for both line connections (to the server or Avaya S8XXX Server) and telephone
connections. A standard 4-pin modular jack is also available for use with a handset or headset.
Figure 54: ISDN—BRI PC interface configuration (Group 2)
Figure notes:
1.
2.
3.
4.
5.
6.
ISDN telephone
PC with application
Handset or Headset
BRI Interface card
2B + D
ISDN Line (12-BRI-S-NT) circuit pack)
7.
8.
9.
10.
11.
12.
Avaya S8XXX Server
PRI trunks
BRI stations
Interworking
DMI
Switch features
PC Interface users have multiple appearances (depending on the software application used) for
their assigned extension. Designate one or more of these appearances for use with data calls.
With the ISDN-BRI version, you can use up to 4 separate PC/ISDN Interface cards on the same
PC. Assign each card a separate extension, and assign each extension one or more
appearances. The availability of specific features depends on the COS of the extension and the
COS for Communication Manager. Modem Pooling is provided to ensure general availability of
off-net data-calling services.
Administering Avaya Aura™ Communication Manager
May 2009
477
Chapter 15: Managing Data Calls
Security
There are two areas where unauthorized use might occur with this feature: unauthorized local
use and remote access.
!
SECURITY ALERT:
Unauthorized local use involves unauthorized users who attempt to make calls
from a PC. The PC software has a security setting so users can place the PC in
Security Mode when it is unattended. You also can assign Automatic Security so
that the administration program on the PC is always active and runs in Security
Mode. This mode is password-protected.
!
SECURITY ALERT:
Remote access involves remote access to the PC over a data extension. Remote
users can delete or copy PC files with this feature. You can password-protect this
feature. See the Avaya Toll Fraud and Security Handbook, 555-025-600, for
additional steps to secure your system and to find out about obtaining information
regularly about security developments.
SECURITY ALERT:
SECURITY ALERT:
Administering a PC interface
To administer a PC interface:
1. On the Station screen, set the Type field to pc.
Considerations
●
Use the Function Key Module of the 7405D with PC Interface.
●
BRI terminals normally are initializing terminals and require you to assign an SPID. The
PC/ISDN Platform (Group 2), in a stand-alone configuration, is a non-initializing BRI
terminal and does not require you to assign a SPID.
- Set a locally-defined terminal type with General Terminal Administration
- Define the terminal type as a non-initializing terminal that does not support
Management Information Messages (MIM).
- Assign the PC/ISDN Platform with an associated (initializing) ISDN-BRI telephone
(such as an ISDN 7505) using a SPID.
- Assign the station (using a locally-defined terminal type) to take full advantage of the
capabilities of the PC Interface. This terminal type is also non-initializing with no
support of MIMs.
478
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
●
Do not use telephones with data modules with the PC Interface. (You can still use 3270
Data Modules if you also use 3270 emulation). If you attach a DCP data module or ISDN
data module to a telephone that is connected to a PC Interface card, the data module is
bypassed (not used). All the interface functions are performed by the interface card even if
a data module is present.
●
The 7404D telephone with messaging cartridge cannot be used with PC Interface.
However, the 7404D with PC cartridge can be used, but only with Group 1 configurations.
Wideband Switching
Wideband Switching provides the ability to dedicate 2 or more ISDN-PRI B-channels or DS0
endpoints for applications that require large bandwidth. It provides high-speed end-to-end
communication between endpoints where dedicated facilities are not economic or appropriate.
ISDN-BRI trunks do not support wideband switching.
Wideband Switching supports:
●
High-speed video conferencing
●
WAN disaster recovery
●
Scheduled batch processing (for example, nightly file transfers)
●
LAN interconnections and imaging
●
Other applications involving high-speed data transmission, video transmission, or high
bandwidth
Detailed description
ISDN-PRI divides a T1 or E1 trunk into 24 (32 for E1) channels, where one channel is used for
signaling, and all others for standard narrowband communication. Certain applications, like
video conferencing, require greater bandwidth. You can combine several narrowband channels
into one wideband channel to accommodate the extra bandwidth requirement. Communication
Manager serves as a gateway to many types of high-bandwidth traffic. In addition, DS1
Converter circuit packs are used for wideband switching at DS1 remote EPN locations. They
are compatible with both a 24-channel T1 and 32-channel E1 facility (transmission equipment).
They support circuit-switched wideband connections (NxDS0) and a 192 Kbps packet channel.
Administering Avaya Aura™ Communication Manager
May 2009
479
Chapter 15: Managing Data Calls
The following table provides information on Wideband Switching channel types.
Channel Type
Number of Channels (DSOs)
Data Rate
H0 (T1 or E1)
6 (grouped 4 (T1) or 5 (E1) quadrants
of 6 B-channels each)
384 Kbps
H11 (T1 or E1)
24 (on T1 - all 24 B-channels, with the
D-channel not used; on E1 B-channels 1 to 15, and 17 to 25, and
B-channels 26 to 31 unused)
1536 Kbps
H12 (E1 only)
30 (B-channels 1 to 15 and 17 to 31)
1920 Kbps
NxDS0 (T1)
2-24
128 to 1536 Kbps
NxDS0 (E1)
2-31
128 to 1984 Kbps
Channel allocation
For standard narrowband communication, ISDN-PRI divides a T1 or E1 trunk as follows:
●
T1 trunks are divided into 23 information channels are 1 signaling channel
●
E1 trunks are divided into 30 information channels, 1 signaling channel, and 1 framing
channel
Certain applications, like video conferencing, require greater bandwidth. You can combine
several narrowband channels into one wideband channel to accommodate the extra bandwidth
requirement. Communication Manager serves as a gateway to many types of high-bandwidth
traffic. In addition, DS1 converters are used for wideband switching at remote locations.
Performed using one of the three allocation algorithms: fixed, flexible, or floating.
●
Fixed allocation — Provides contiguous-channel aggregation. The starting channel is
constrained to a predetermined starting point. (Used only for H0, H11, and H12 calls.)
●
Flexible allocation — Allows a wideband call to occupy non-contiguous positions within a
single T1 or E1 facility (NxDS0).
●
Floating allocation — Enforces contiguous-channel aggregation. The starting channel is
not constrained to a predetermined starting point (NxDS0).
Typical uses
A typical video application uses an ISDN-PRI interface to DS0 1 through 6 of the line-side
facility. See Figure 55: Wideband Switching Video Application on page 481.
480
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
Figure 55: Wideband Switching Video Application
Figure notes:
1.
2.
3.
4.
5.
Video application
Port 1
Port 2
ISDN terminal adaptor
Line-side ISDN-PRI
6.
7.
8.
9.
10.
Avaya S8XXX Server
ISDN trunk
Network
DS0 24 D-channel
DS0 23 unused
11.
12.
13.
14.
DS0 1 to 6 wideband
DS0 24 D-channel
DS0 7 to 23 narrow bands
DS0 1 to 6 wideband
Endpoint applications
An endpoint application is the origination or destination of a wideband call. Endpoint application
can be any number of data applications based on the customer’s particular needs.
ISDN-PRI terminal adapters
For wideband switching with non-ISDN-PRI equipment, you can use an ISDN-PRI terminal
adapter. ISDN-PRI terminal adapters translate standard ISDN signaling into a form that can be
used by the endpoint application and vice versa. The terminal adapter also must adhere to the
PRI-endpoint boundaries as administered on Communication Manager when handling both
incoming (to the endpoint) applications and outgoing calls.
Administering Avaya Aura™ Communication Manager
May 2009
481
Chapter 15: Managing Data Calls
Line-side (T1 or E1) ISDN-PRI facility
A line-side ISDN-PRI (T1 or E1) facility is comprised of a group of DS0s (24 for a T1 facility and
32 for an E1 facility). In this context, these DS0s are also called channels. T1 facilities have 23
B-channels and a single D-channel. E1 facilities have 30 B-channels, 1 D-channel, and a
framing channel. Data flows bi-directionally across the facility between the server and the
ISDN-PRI terminal adapter.
PRI-endpoints
A PRI-endpoint (PE) is a combination of DS0 B-channels on a line-side ISDN-PRI facility that
has been assigned an extension.
A PRI-endpoint can support calls of lower bandwidth. In other words, a PE having a width 6 (six
DS0s) can handle a call of one channel (64 Kbps) up to an including 6 channels. For example,
an endpoint application connected to a PE defined as using B-channels 1 through 6 of an
ISDN-PRI facility could originate a call using B-channels 1, 3, and 5 successfully. If the PE has
been administered to use flexible channel allocation, the algorithm for offering a call to the PE
starts from the first DS0 administered to the PE. Since only one active call is permitted on a PE,
contiguous B-channels always are selected unless one or more B-channels are not in service.
One facility can support multiple separate and distinct PRI-endpoints (several extensions) within
a single facility. Non-overlapping contiguous sets of DS0s (B-channels) are associated with
each PE.
Universal digital signaling level 1 circuit pack
The UDS1 circuit pack is the interface for line-side and network facilities carrying wideband
calls.
Non-signaling configuration
Wideband also can support configurations using non-signaling (non-ISDN-PRI) line-side T1 or
E1 connections. The endpoints are the same as those defined for configurations with signaling.
Data service unit/channel service unit
This unit simply passes the call to the endpoint application. Unlike terminal adapters, the DSU/
CSU does not have signaling capability.
Note:
Note:
No DSU/CSU is needed if the endpoint application has a fractional T1 interface.
Line-side (T1 or E1) facility
This facility, like the ISDN-PRI facility, is composed of a group of DS0s (24 for a T1 facility and
32 for an E1 facility; both T1 and E1 use 2 channels for signaling purposes). Line-side facilities
are controlled solely from the server or Avaya S8XXX Server. Through the access-endpoint
command, a specific DS0 or group of DS0s is assigned an extension. This individual DS0 or
group, along with the extension, is known as a Wideband Access Endpoint (WAE).
482
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
Wideband access endpoint
WAEs have no signaling interface to the server or Avaya S8XXX Server. These endpoints
simply transmit and receive wideband data when the connection is active.
Note:
Communication Manager can determine if the connection is active, but this does
not necessarily mean that data is actually coming across the connection.
Note:
A WAE is treated as a single endpoint and can support only one call. If all DS0s comprising a
wideband access endpoint are in service, then the wideband access endpoint is considered in
service. Otherwise, the wideband access endpoint is considered out of service. If an in-service
wideband access endpoint has no active calls on its DS0s, it is considered idle. Otherwise, the
wideband access endpoint is considered busy.
Multiple WAEs are separate and distinct within the facility and endpoint applications must be
administered to send and receive the correct data rate over the correct DS0s. An incoming call
at the incorrect data rate is blocked.
Guidelines and examples
This section examines wideband and its components in relation to the following specific
customer usage scenarios:
●
Data backup connection
●
Scheduled batch processing
●
Primary data connectivity
●
Networking
Data backup connection
Using wideband for data transmission backup provides customers with alternate transmission
paths for critical data in the event of primary transmission path failure.
Scheduled batch processing
Scheduled batch processing applications are used for periodic database updates (for example,
retail inventory) or distributions (for example, airline fare schedules). These updates are
primarily done after business hours and are often referred to as nightly file transfers. Wideband
meets the high bandwidth requirements at low cost for scheduled batch processing. In addition,
wideband allows the dedicated-access bandwidth for busy-hour switching traffic to be used for
these applications after business hours; no additional bandwidth costs are incurred.
The non-ISDN backup data connection is also appropriate for scheduled batch processing
applications. Administered Connections are used to schedule daily or weekly sessions
originating from this application.
Administering Avaya Aura™ Communication Manager
May 2009
483
Chapter 15: Managing Data Calls
Primary data connectivity
Permanent data connections (those always active during business hours), such as
interconnections between LANs, are well suited for Communication Manager when ISDN-PRI
endpoints are used. The ISDN end-to-end monitoring and the endpoint’s ability to react to
failures provide for critical data availability needs. With ISDN, endpoints can detect network
failures and initiate backup connections through the server running Communication Manager;
ISDN endpoints can also establish additional calls when extra bandwidth is needed.
Any failures not automatically restored by Communication Manager are signaled to the endpoint
application, which can initiate backup data connections over the same PRI endpoint.
Communication Manager routes the backup data connections over alternate facilities if
necessary.
Networking
All of the wideband networking is over ISDN-PRI facilities (and the emulation of them by
ATM-CES) but might connect to a variety of networks, other domestic interexchange carriers’
services, private line, RBOC services, and services in other countries.
ISDN-PRI trunk groups and channel
allocation
Only ISDN-PRI trunks (and the emulation of them by ATM-CES) support wideband calls to the
network. Wideband’s bandwidth requirements have necessitated modification of the algorithms
by which trunks look for idle channels. The following section describes the search methods and
their relationship to the available wideband data services.
Facility lists
The system always sends a wideband call over a single trunk group and a single DS1 facility (or
other ISDN-PRI-capable facility). Since a trunk group can contain channels (trunk members)
from several different DS1 facilities, the system maintains a facility list for each trunk group.
A facility list orders the trunk members based on signaling group. If the system is using
non-facility associated signaling groups with multiple DS1 facilities, the system sorts trunk
members in that signaling group according to the interface identifier assigned to the
corresponding DS1 facility.
When searching for available channels for a wideband call placed over a given trunk group, the
system starts with the channels in the lowest-numbered signaling group with the lowest
interface identifier. If the system cannot find enough channels in a given signaling group with
that interface identifier, it checks the next higher interface identifier. If no more interface
identifiers are available in the current signaling group, the system moves its search to the
channels in the next higher signaling group.
484
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
For example, if three facilities having signaling group/interface identifier combinations of 1/1, 1/
2, and 2/1 were associated with a trunk group, then a call offered to that trunk group would
search those facilities in the order as they were just listed. Also note that since trunks within a
given facility can span several trunk groups, a single facility can be associated with several
different trunk groups.
Given this facility list concept, the algorithms have the ability to search for trunks, by facility, in
an attempt to satisfy the bandwidth requirements of a given wideband call. If one facility does
not have enough available bandwidth to support a given call, or it is not used for a given call due
to the constraints presented in the following section, then the algorithm searches the next
facility in the trunk group for the required bandwidth (if there is more than one facility in the trunk
group).
In addition to searching for channels based on facilities and required bandwidth, Port Network
(PN) preferential trunk routing is also employed. This PN routing applies within each algorithm
at a higher priority than the constraints put on the algorithm by the parameters listed later in this
section. In short, all facilities that reside on the same PN as the originating endpoint are
searched in an attempt to satisfy the bandwidth of a given call, prior to searching any facilities
on another PN.
Direction of trunk/hunting within facilities
You can tell the system to search for available channels in either ascending or descending
order. These options help you reduce glare on the channels because the system can search for
channels in the opposite direction to that used by the network. If an ISDN trunk group is not
optioned for wideband, then a cyclical trunk hunt based on the administration of trunks within
the trunk group is still available.
H11
When a trunk group is administered to support H11, the algorithm to satisfy a call requiring
1,536 Kbps of bandwidth uses a fixed allocation scheme. That is, the algorithm searches for an
available facility using the following facility-specific channel definitions:
●
T1: H11 can only be carried on a facility without a D-channel being signaled in an NFAS
arrangement (B-channels 1-24 are used).
●
E1: Although the 1,536 Kbps bandwidth could be satisfied using a number of fixed starting
points (for example, 1, 2, 3, and so forth), the only fixed starting point being supported is 1.
Hence, B-channels 1-15 and 177-25 always are used to carry an H11 call on an E1 facility.
If the algorithm cannot find an available facility within the trunk that meets these constraints,
then the call is blocked from using this trunk group. In this case, the call can be routed to a
different trunk group preference via Generalized Route Selection (GRS), at which time, based
on the wideband options administered on that trunk group, the call would be subject to another
hunt algorithm (that is, either the same H11 algorithm or perhaps an N x DS0 algorithm
described in a later paragraph).
Administering Avaya Aura™ Communication Manager
May 2009
485
Chapter 15: Managing Data Calls
Note that on a T1 facility, a D-channel is not considered a busy trunk and results in a facility with
a D-channel always being partially contaminated. On an E1 facility, however, a D-channel is not
considered a busy trunk because H11 and H12 calls can still be placed on that facility; an E1
facility with a D-channel and idle B-channels is considered an idle facility.
H12
Since H12 is 1,920 Kbps which is comprised of 30 B-channels, a 1,920-kbps call can only be
carried on an E1 facility. As with H11, the hunt algorithm uses a fixed allocation scheme with
channel 1 being the fixed starting point. Hence, an H12 call always is carried on B-channels 1 to
15 and 17 to 31 on an E1 facility (as shown in the following table). When offered any other call
(other than a 1,536-kbps call), the algorithm behaves as it does when H11 is optioned.
DS0s Comprising Each
Channel
Facility
ISDN
Interface
H11
H12
T1
T1
23B + D
24B (NFAS)
1-24
-
E1
E1
30B + D
31B (NFAS)
1-15, 17-25
1-15, 17-25
1-15, 17-31
1-15, 17-31
H0
When a trunk group is administered to support H0, the algorithm to satisfy a call requiring 384
Kbps of bandwidth also uses a fixed allocation scheme. Unlike the H11 fixed scheme which only
supports a single fixed starting point, the H0 fixed scheme supports 4 (T1) or 5 (E1) starting
points. The H0 algorithm searches for an available quadrant within a facility based on the
direction of trunk or hunt administered. If the algorithm cannot find an available quadrant within
any facility allocated to this trunk group, then the call is blocked from using this trunk group.
Again, based on GRS administration, the call might route to a different trunk group preference
and be subject to another algorithm based on the wideband options administered.
Note that a D-channel is considered a busy trunk and results in the top most quadrant of a T1,
B-channels 19 to 24, always being partially contaminated. This is not true for NFAS.
If this H0 optioned trunk group is also administered to support H11, H12, or N x DS0, then the
system also attempts to preserve idle facilities. In other words, when offered a narrowband, H0,
or N x DS0 call, the system searches partially-contaminated facilities before it searches to idle
facilities.
N x DS0
For the N x DS0 multi-rate service, a trunk group parameter determines whether a floating or a
flexible trunk allocation scheme is to be used. The algorithm to satisfy an N x DS0 call is either
floating or flexible.
486
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
●
Floating (Contiguous) — In the floating scheme, an N x DS0 call is placed on a contiguous
group of B-channels large enough to satisfy the requested bandwidth without any
constraint being put on the starting channel (that is, no fixed starting point trunk).
●
Flexible — In the flexible scheme, an N x DS0 call is placed on any set of B-channels as
long as the requested bandwidth is satisfied. There is absolutely no constraint such as
contiguity of B-channels or fixed starting points. Of course, as with all wideband calls, all
the B-channels comprising the wideband call must reside on the same ISDN facility.
Regardless of the allocation scheme employed, the N x DS0 algorithm, like the H11 and
H12 algorithms, attempts to preserve idle facilities when offered B, H0, and N x DS0 calls.
This is important so that N x DS0 calls, for large values of N, have a better chance of being
satisfied by a given trunk group. However, if one of these calls cannot be satisfied by a
partially-contaminated facility and an idle facility exists, a trunk on that idle facility is
selected, thus contaminating that facility.
There are additional factors to note regarding specific values of N and the N x DS0
service:
- N = 1 — this is considered a narrowband call and is treated as any other voice or
narrowband-data (B-channel) call.
- N = 6 — if a trunk group is optioned for both H0 and N x DS0 service, a 384-kbps call
offered to that trunk group is treated as an H0 call and the H0 constraints apply. If the
H0 constraints cannot be met, then the call is blocked.
- N = 24 — if a trunk group is optioned for both H11 and N x DS0 service, a 1,536-kbps
call offered to that trunk group is treated as an H11 call and the H11 trunk allocation
constraints apply.
- N = 30 — if a trunk group is optioned for both H12 and N x DS0 service, a 1,920-kbps
call offered to that trunk group is treated as an H12 call and the H12 trunk allocation
constraints apply.
Glare and blocking
Glare prevention
Glare occurs when both sides of an ISDN interface select the same B-channel for call initiation.
For example, a user side of an interface selects the B-channel for an outgoing call and, before
Communication Manager receives and processes the SETUP message, the server also selects
the same B-channel for call origination. Since any single wideband call uses more channels, the
chances of glare are greater. With proper and careful administration, glare conditions can be
reduced.
To reduce glare probability, the network needs to be administered so both sides of the interface
select channels from opposite ends of facilities. This is called linear hunting, ascending or
descending. For example, on a 23B+D trunk group, the user side could be administered to
select B-channels starting at channel 23 while the network side would be administered to start
selecting at channel 1. Using the same example, if channel 22 is active but channel 23 is idle,
the user side should select channel 23 for re-use.
Administering Avaya Aura™ Communication Manager
May 2009
487
Chapter 15: Managing Data Calls
Blocking prevention
Blocking occurs when insufficient B-channels required to make a call are available. Narrowband
calls require only one channel so blocking is less likely than with wideband calls which require
multiple B-channels. Blocking also occurs for wideband calls when bandwidth is not available in
the appropriate format (that is, fixed, floating, or flexible).
To reduce blocking, Communication Manager selects trunks for both wideband and narrowband
calls to maximize availability of idle fixed channels for H0, H11, and H12 calls and idle floating
channels for N x DS0 calls that require a contiguous bandwidth. The strategy for preserving idle
channels to minimize blocking depends on the channel type. The chances for blocking are
reduced if you use a flexible algorithm, assuming it is supported on the other end.
Channel Type
Blocking Minimization Strategy
H0
Preserve idle quadrants
H11
Preserve idle facilities
H12
Preserve idle facilities
Flexible NxDS0
Preserve idle facilities
Floating NxDS0
Preserve idle facilities as first priority
Administering Wideband Switching
Before you start, you need a DS1 Converter circuit pack.
To administer wideband switching:
1. On the Access Endpoint screen, administer all fields.
2. On the PRI Endpoint screen, administer all fields.
3. On the ISDN Trunk Group screen, administer all fields.
4. On the Route Pattern screen, administer all fields.
Considerations
●
488
For wideband switching with non-ISDN-PRI equipment, you can use an ISDN-PRI terminal
adapter.
Administering Avaya Aura™ Communication Manager
May 2009
Wideband Switching
Interactions
●
Administered Connections
Provides call initiation for WAEs. All Administered Connections that originate from WAEs
use the entire bandwidth administered for WAE. The destination of an Administered
Connection can be a PRI endpoint.
●
Automatic Circuit Assurance
Treats wideband calls as logical single-trunk calls so that a single ACA-referral call is
made if an ACA-referral call is required. The call is referred to the lowest B-channel
associated with the wideband call.
●
Call Coverage
A wideband endpoint extension cannot be administered as a coverage point in a
call-coverage path.
●
Call Detail Recording
When CDR is active for the trunk group, all wideband calls generate CDR records. The
feature flag indicates a data call and CDR records contain bandwidth and BCC.
●
Call Forwarding
You must block Call Forwarding through Class of Service.
●
Call Management System and Basic Call Management System
Wideband calls can be carried over trunks that are measured by CMS and BCMS.
Wideband endpoints are not measured by CMS and BCMS.
●
Call Vectoring
PRI endpoints can use a vector-directory number (VDN) when dialing. For example, PRI
endpoint 1001 dials VDN 500. VDN 500 points to Vector 1. Vector 1 can point to other PRI
endpoints such as route-to 1002, or route-to 1003, or busy.
Call Vectoring is used by certain applications. When an incoming wideband call hunts for
an available wideband endpoint, the call can route to a VDN, that sends the call to the first
available PRI endpoint.
●
Class of Restriction
COR identifies caller and called-party privileges for PRI endpoints. Administer the COR so
that account codes are not required. Forced entry of account codes is turned off for
wideband endpoints.
●
Facility Busy Indication
You can administer a busy-indicator button for a wideband-endpoint extension, but the
button does not accurately track endpoint status.
Administering Avaya Aura™ Communication Manager
May 2009
489
Chapter 15: Managing Data Calls
●
Facility Test Calls
You can use Facility Test Calls to perform loop-back testing of the wideband call facility.
●
Generalized Route Selection
GRS supports wideband BCC to identify wideband calls. GRS searches a route pattern for
a preference that has wideband BCC. Route preferences that support wideband BCC also
can support other BCCs to allow different call types to share the same trunk group.
●
CO Trunk (TTC - Japan) Circuit Pack
This circuit pack cannot perform wideband switching. No member of the circuit pack
should be a member of a wideband group.
CallVisor Adjunct-Switch Applications Interface
CallVisor Adjunct-Switch Applications Interface (ASAI) links Communication Manager and
adjunct applications. The interface allows adjunct applications to access switching features and
supply routing information to Communication Manager. CallVisor ASAI improves Automatic Call
Distribution (ACD) agents’ call handling efficiency by allowing an adjunct to monitor, initiate,
control, and terminate calls on the Avaya S8XXX Server. The CallVisor ASAI interface can be
used for Inbound Call Management (ICM), Outbound Call Management (OCM), and office
automation/messaging applications.
CallVisor ASAI is supported by two transport types. These are:
1. Integrated Services Digital Network (ISDN) Basic Rate Interface (BRI) transport (CallVisor
ASAI-BRI)
2. LAN Gateway Transmission Control Protocol/Internet Protocol transport (Avaya LAN
Gateway).
CallVisor ASAI messages and procedures are based on the ITU-T Q.932 international standard
for supplementary services. The Q.932 Facility Information Element (FIE) carries the CallVisor
ASAI requests and responses across the interface. An application program can access
CallVisor ASAI services by supporting the ASAI protocol or by using a third-party vendor
application programming interface (API).
For a simple ASAI configuration example, see Figure 56.
490
Administering Avaya Aura™ Communication Manager
May 2009
CallVisor Adjunct-Switch Applications Interface
Figure 56: ASAI Switch Interface Link — BRI Transport
Figure notes:
1.
2.
3.
4.
ASAI adjunct
ISDN Line circuit pack
Packet Controller circuit pack
Switch processing element (SPE)
5. ISDN-BRI
6. Packet bus
7. Memory bus
ASAI Capabilities
For information concerning the types of associations over which various event reports can be
sent, see Avaya Communication Manager ASAI Technical Reference, 555-230-220.
Considerations
●
If your system has an expansion cabinet (with or without duplication), ASAI resources
should reside on the system’s Processor Cabinet.
Interactions
See Avaya Communication Manager ASAI Technical Reference, 555-230-220.
Administering Avaya Aura™ Communication Manager
May 2009
491
Chapter 15: Managing Data Calls
Setting up CallVisor ASAI
CallVisor Adjunct-Switch Applications Interface (ASAI) can be used in the telemarketing and
help-desk environments. It is used to allow adjunct applications to monitor and control
resources in Communication Manager.
Before you start
●
On the System Parameters Customer-Options (Optional Features) screen, verify the:
- ASAI Link Core Capabilities field is y. If not, contact your Avaya representative.
- Computer Telephony Adjunct Links field is y if the adjunct is running the CentreVu
Computer Telephony.
Instructions
To set up CallVisor ASAI:
1. Type add cti-link nn, where nn is a number between 1 and 64. Press Enter.
The system displays the CTI Link screen.
2. In the Type field, type
●
asai if this adjunct platform is other than CentreVu Computer Telephony, for example,
IBM CallPath.
●
adjlk (Computer Telephony adjunct link) if this is for the CentreVu Computer
Telephony using the Telephony Services Application Programming Interface (TSAPI).
3. In the Port field, use the port address assigned to the LAN Gateway Interface circuit pack.
4. Press Enter to save your changes.
492
Administering Avaya Aura™ Communication Manager
May 2009
Overview
Chapter 16: Administering Avaya Servers
This chapter describes how to administer an Avaya S8xxx Server and an Avaya G700 Media
Gateway. It is targeted for system administrators after the product is installed and tested. In a
converged network where voice and data are both sent over a corporate local area network
(LAN), this configuration can provide primary or standby telephony and
communications-processing capabilities.
Users should have broad data networking experience with data products and technology to best
understand this product. An in-depth knowledge of the call-processing engine of
Communication Manager and of the Avaya P330 switches is also recommended.
Overview
To set up and maintain your Avaya S8xxx Server with a G700 Media Gateway, you need to
administer:
●
the G700 Media Gateway and its internal processors, typically using the P330 Device
Manager Web-based tool or a command-line interface (CLI)
●
the Avaya S8xxx Server using the Server Web Interface
●
call-processing features using Communication Manager
Administering the G700 Media Gateway
The hardware elements of the G700 Media Gateway are summarized in this section. For details
on any of these hardware components or on different configurations, see the Avaya Aura™
Communication Manager Hardware Description and Reference, 555-245-207.
G700 Media Gateway physical design
The G700 Media Gateway is a19-inch, rack-mount design similar to other Avaya P330
hardware. The media gateway can be a member of a P330 stack of Layer 2 or 3 devices, reside
in a stack of other media gateways, or operate as a standalone unit. Figure 57 shows the front
of the media gateway.
Administering Avaya Aura™ Communication Manager
May 2009
493
Chapter 16: Administering Avaya Servers
Figure 57: The G700 Media Gateway (front view)
Key components of the G700 Media Gateway include:
1. LED Status Panel (top left) for the media gateway
2. S8300 Server slot (V1). The G700 Media Gateway does not have an S8300 Server in its
basic configuration.
3. P330 Expansion slot (bottom left) for adding modules such as a 16-port Ethernet
expansion module, fiber interfaces, ATM access or WAN access
4. Dual 10/100Base-T Ethernet Ports for connection to the corporate LAN (bottom center of
chassis)
5. Up to three additional media modules in slots V2 to V4 on the right side of the chassis
(slots are numbered from top to bottom)
6. 8-Pin RS-232 Serial Port (Console) for direct-connect P330 stack processor administration
(typically done by Services personnel)
S8300 Server faceplate
(For S8300 Servers) Figure 58 shows the faceplate of the S8300 Server.
Figure 58: S8300 Server faceplate
The faceplate of the S8300 Server has the following components:
●
494
The LED array on the left indicates when the S8300 is active and when it is safe to power
it down. The green LED indicates that Communication Manager is running.
Administering Avaya Aura™ Communication Manager
May 2009
Administering the G700 Media Gateway
●
A Shut Down button can be used to shut down the server (the S8300 can also be shut
down and restarted using software commands).
●
A Services Ethernet interface provides a direct connection to a laptop computer connected
with a crossover cable. Normally only Services technicians use this interface; most
ongoing S8300 administration is done using the Ethernet connection to the corporate LAN
on the media gateway.
●
One of the two USB connections can be used to attach an external modem, primarily used
to report alarms to a Services support agency.
●
The label on the right provides identification information for the S8300 Server.
G700 Media module description
(For S8300 Servers) The four slots on the G700 Media Gateway are populated with media
modules according to the needs at your site. Up to four slots can be filled as follows:
●
The S8300 Server is a special type of media module that hosts the call-processing
(telephony) software. If present, the S8300 is installed in slot one (V1); only one can be
installed per media gateway. The S8300 can act as a primary call controller for the system,
or one or more S8300s can be configured to provide standby service for a primary call
controller if needed. See Configuring the Local Survivable Processor on page 496 for
details.
●
The other media module slots are filled as needed to meet the call-processing needs at
your site. Media modules can be mixed and matched. Table 1 lists the administrative
name and port capacities for the media modules that can be installed in a G700 Media
Gateway.
Table 8: Media Module names and port capacities
Media module type
Administration name
Number of ports
Analog Line/Trunk
analog
8
DCP Telephone
dcp
8
T1/E1
ds1
24/32 (T1=24 in
robbed-bit signalling
mode and E1=32 for 1
control, 1 signal and 30
voice)
VoIP
voip
N/A
S8300 Server
icc
N/A
MM270
bri
8
Administering Avaya Aura™ Communication Manager
May 2009
495
Chapter 16: Administering Avaya Servers
Configuring the Local Survivable Processor
An Avaya S8xxx Server can be configured either as the primary call-processing controller, or as
a Local Survivable Processor (LSP). An LSP can take over call processing if the primary
call-processing system (such as another Avaya server) is unavailable for any reason (such as a
network failure or server problem). The Avaya S8xxx Server can be either the primary or LSP
server; it is set up to operate as a primary or standby LSP server during the configuration
process using the Server Web Interface. The license file determines the mode that the server
runs in and the Configure Server Web page provides supplementary instruction.
If the Avaya S8xxx Server loses contact with its G700 Media Gateway, the media gateway
retains its last status until the Link Loss Delay Timer (LLDT) expires. (The default for the LLDT
is 5 seconds, but this interval is administrable using the Link Loss Delay Timer (minutes) field
on the IP-Options System Parameters screen. Once the LLDT expires, the system removes all
boards and deletes all call processing information. However, if the G700 loses contact with the
Avaya S8xxx Server, the media gateway first tries to reconnect for a period of one minute. If this
fails, then the G700 then tries to connect with another server in its controller list. If the primary
server was a LSP, it will start looking at the top of its MGC list in order to get back to the primary
server. Otherwise, it starts down the list of alternative servers. When a functional Avaya S8xxx
Server is located, the media gateway informs the server of its current call state, and the server
maintains those connections until the users hang up.
If the primary call-processing server goes offline and an LSP is available as a standby unit, it will
assume call processing as follows:
●
IP telephones and media gateways that were previously using the primary server will try to
register with the standby server for call processing, provided that they have been
administered to do so in the controller list (use the set mgc list command).
●
The standby server (LSP) will go into license error mode, then start to provide call
processing. It cannot preserve any calls set up by the primary server. IP telephone
connections can stay up until the call is completed if they are shuffled, but no features are
supported on the call.
Note:
The license error mode runs for up to 30 days, and if the problem is not resolved,
the system goes into No License Mode and administration and some commands
are restricted.
Note:
496
●
When the primary server is available again, it will begin handling call processing. However,
those endpoints that are now using the standby server will continue to do so until the
standby unit is rebooted.
●
If the standby server is rebooted, all devices will return to using the primary server for
call-processing service. Any calls in progress on the LSP will be dropped when the reboot
occurs (the change back to the primary server is not call preserving).
●
With LSP functionality, there is full functionality and feature support.
Administering Avaya Aura™ Communication Manager
May 2009
Administering the G700 Media Gateway
Using Device Manager to administer G700 Media Gateway
components
Device Manager, also known as the P330 Embedded Web Manager, provides a browser-based
graphical user interface (GUI) to assist you with ongoing media gateway administration.
Device Manager allows you to:
●
View the status of different devices on the network.
●
Configure or modify devices including Virtual LAN (VLAN) groupings, port mirroring, and
Simple Network Management Protocol (SNMP) traps.
Accessing Device Manager from a Web browser
To access the P330 Device Manager from a Web browser:
1. Open a compatible Web browser on your computer. Microsoft Internet Explorer versions
6.0 and 7.0 are supported. The Java Plug-in 1.3.1_02 is required.
2. In the Address (or Location) field of your browser, type the IP address of the P330 stack.
3. Log in as prompted.
●
The default user name is: root
●
The default password for read-write access is: root
Note:
You should change the default passwords after you log in, if they have not
already been changed. The passwords apply to all logins for these devices,
whether accessed through Device Manager or a CLI.
Note:
4. The Welcome screen is displayed. Proceed with P330 and media gateway device
administration.
Accessing Device Manager through Network Management Console with
VoIP SystemView
You can alternatively launch the P330 Device Manager from the Avaya Network Management
Console with VoIP SystemView. This optional product is a complete Network Management
System (NMS). Services include:
●
viewing all network devices by type, subnet, or customized groupings
●
logging and viewing SNMP traps and events
●
launching and managing other applications including Avaya Site Administration
Contact your Avaya representative to obtain a copy of this program if desired.
Administering Avaya Aura™ Communication Manager
May 2009
497
Chapter 16: Administering Avaya Servers
Administering the command line interface
Instead of using Device Manager, you can access the server’s command line interface using an
SSH client, like PuTTY, and an IP address of 192.11.13.6., or use the serial interface on the
front of the chassis to establish a direct connection to the P330 stack processor.
●
Command line interface (CLI) access procedures are covered in Welcome to the Avaya
G700 Media Gateway controlled by an Avaya S8300 Media Server or an Avaya S8700
Media Server, 555-234-200.
●
For a list of CLI commands, see the Maintenance for the Avaya G700 Media Gateway
controlled by an Avaya S8300 Media Server or an Avaya S8700 Media Server,
555-234-101.
SNMP alarms are different from server hardware- or software-generated Operations Support
System (OSS) alarms that are recorded in the server logs, and might be reported to Avaya's
Initialization and Administration System (INADS) or another services support agency over the
server's optional modem interface or through SNMP notifications. Either method, both, or no
alarm-reporting method might be used at a given site.
Administering the Avaya S8xxx Server
The Avaya S8xxx Server contains the call-processing software of Communication Manager,
and controls its operation over the corporate network. Some of the primary functions controlled
by the Avaya S8xxx Server are:
●
Backing up and restoring call processing, server, and security data.
●
Checking server and process status.
●
Administering network features for the server such as SNMP service, enabling or disabling
the modem (if used), enabling FTP services, and installing license and authentication files.
●
Installing new software and reconfiguring the server as needed.
●
Performing routine diagnostics and troubleshooting such as viewing alarms and system
logs, and running tests if needed.
Accessing the Avaya S8xxx Server Web Interface
Avaya S8xxx Server tasks are performed using the Server Web Interface. This browser-based
server administration tool is an easy-to-use graphical user interface for performing the server
administration tasks listed above. It contains an extensive help system that describes all Web
screens and Avaya S8xxx Server procedures. This section covers highlights of Avaya S8xxx
Server administration.
498
Administering Avaya Aura™ Communication Manager
May 2009
Administering the Avaya S8xxx Server
The Web Interface can be accessed through the corporate LAN connection to the G700 Media
Gateway, or through the Services Ethernet interface on the front of the Avaya S8xxx Server
connected to a laptop PC using a crossover cable. Details on how to configure a laptop for a
direct connection are in the online help and in Welcome to the Avaya S8300 Media Server and
Avaya G700 Media Gateway.
To access the Avaya S8xxx Server, you must log in as follows:
1. Open a compatible Internet browser on your computer. Currently only Microsoft Internet
Explorer versions 6.0 and 7.0 are supported.
2. In the Address (or Location) field of your browser, type the IP address or name of the
Avaya S8xxx Server. Press Enter.
Note:
●
LAN access by IP address. If you are logging into the administrative interface over the
corporate local area network, you can type the Avaya S8xxx Server's unique IP
address in standard dotted-decimal notation, such as http://192.152.254.201.
●
LAN access by server name. If the server has already been configured and if the
corporate LAN includes a domain name service (DNS) server that has been
administered with the servers' names, you can type the server's name into the address
field instead of the IP address. Server names vary depending on local administration
(such as http://media-server1.mycompany.com).
●
Laptop access by IP address. If you are logging in to the services Ethernet interface
from a directly connected laptop, the IP address on the server is always 192.11.13.6.
The subnet mask is always 255.255.255.252. New servers that have not yet been
configured can only be accessed in this way. Server-name login is not available
through the services interface because this connection is a closed (private) network
with no DNS. The name and IP address of the Avaya S8xxx Server are specified
during initial server configuration.
Note:
If your browser does not have a valid security certificate, you will see a warning
screen and instructions to load the security certificate. If you are certain your
connection is secure, accept the server security certificate to access the Logon
screen. If you plan to use this computer and browser to access this or other
Avaya S8xxx Servers again, click the main menu link to Install Avaya Root
Certificate after you log in.
The system displays the Logon screen.
Administering Avaya Aura™ Communication Manager
May 2009
499
Chapter 16: Administering Avaya Servers
Figure 59: Communication Manager SMI Logon screen
3. In the Logon ID field, type your user name, such as cust. Remember that user names and
passwords are case sensitive. Enter the login ID and confirmation information in upper or
lower case as required. Click the Logon button or press Enter.
The system redisplays the Logon screen with a Password field.
Figure 60: Communication Manager SMI Logon/Password screen
500
Administering Avaya Aura™ Communication Manager
May 2009
Administering the Avaya S8xxx Server
4. Type your password in the Password field, and click Logon or press Enter.
Note:
Note:
If your login is Access Security Gateway (ASG) protected, you will see an ASG
challenge screen. Enter the correct response and click Logon or press Enter.he
server matches your login information against authentication tables. If the server
cannot recognize your user name or password, you receive an authentication
failure message. Return to step 4. If you fail to enter the user name and login
confirmation correctly 4 times within a few minutes, the Logon screen will block
further attempts to log on for a while.
After successful authentication, the system displays the Communication Manager System
Management Interface (SMI) home page.
Figure 61: Communication Manager SMI home page
Accessing the Server Administration Interface
The Server Administration Interface allows you to maintain, troubleshoot, and configure the
Avaya S8xxx Server.
To access the Server Administration Interface:
1. From the Communication Manager SMI home page (see Figure 61), on the
Administration menu, click Server (Maintenance).
The system displays the Server Administration Interface home page.
Administering Avaya Aura™ Communication Manager
May 2009
501
Chapter 16: Administering Avaya Servers
Figure 62: Server Administration Interface home page
The tasks you can perform are shown by a list of links in the panel on the left side of the screen.
For help with any of these tasks, click Help on this home page. Click Help on any of the pages
accessed by the links to go directly to the help for that specific screen.
Avaya S8xxx Server Web interface tasks
Key tasks that administrators typically perform on Avaya S8xxx Servers are summarized in this
section. See online help for more detailed information.
Backing up and restoring data
One of the most important tasks is to set up a schedule to routinely back up system data to a
safe location. Because the S8300 Server does not include a media storage device for backup
purposes, the data must be emailed or transferred using file transfer protocol (FTP) to another
server or computer for backup. The S8700-Series Server has a local removable storage device.
The Web interface allows you to back up call-processing data (Communication Manager
"translations"), server system data, and security files. Avaya recommends that you encrypt the
backup files to keep this sensitive information secure.
502
Administering Avaya Aura™ Communication Manager
May 2009
Administering the Avaya S8xxx Server
Upgrading software and configuration
Occasionally you might need to install new software on the Avaya S8xxx Server. The new
software (and a new license file if required) must be copied to the server using one of the
methods listed in Copying files to the server on page 503. The software installation process
uses wizard-like screens on the Web to guide you through the process.
You might also need to update your server configuration from time to time, and reverify it after a
software upgrade. IP addresses for the server and its gateway to the corporate LAN, or for the
optional UPS unit, DNS servers, and modem, are specified using configuration wizard-like
screens. The wizard-like screens also allow you to specify static network routes for sending
information over the network, and to update or change the method by which the server keeps
time.
Copying files to the server
Files must be copied to the Avaya S8xxx Server from another computer or server in the
network, or uploaded from a directly connected laptop computer. Files that might be copied to
the server include license and authentication files, system announcements, and files for
software upgrades. Files can be copied to the server using one of the following methods:
●
Upload Files to Server (via browser) link to upload one or more files from your computer to
the server’s FTP directory using HTTP protocol.
●
Download Files to Server (from Web) link to copy files to the server from another server on
the network; it works like the Upload Files screen.
●
Transfer files from another computer or server accessible from the corporate network
using FTP or Trivial FTP (TFTP). Files must be transferred in binary mode. Either a GUI or
CLI FTP program can be used, depending on what is available on your computer.
Error resistant download through https
Communication Manager Release 5.2 implements upgrade improvements to provide a more
robust system upgrade experience.
These upgrade improvements enable you to:
●
Reduce copy size from files size (which currently can approach 100MB) to something
more granular (for example: block size) such that when remote upgrades are being
performed over a bouncing network, much of the copying is done without re-transmittal.
●
Support SCP and HTTPS protocols to allow secure file transfers.
●
View the progress of the upgrade file transfers and processes, specifically that the process
is progressing and not hung. The progress is displayed in text only format, as shown in
Figure 63, Figure 64, Figure 65, and Figure 66.
Administering Avaya Aura™ Communication Manager
May 2009
503
Chapter 16: Administering Avaya Servers
Figure 63: Method selection for file transfer
504
Administering Avaya Aura™ Communication Manager
May 2009
Administering the Avaya S8xxx Server
Figure 64: Detection of available release
Administering Avaya Aura™ Communication Manager
May 2009
505
Chapter 16: Administering Avaya Servers
Figure 65: Copy in progress
506
Administering Avaya Aura™ Communication Manager
May 2009
Administering the Avaya S8xxx Server
Figure 66: Copy complete
Setting up SNMP
You can set up Simple Network Management Protocol (SNMP) services on the server to
provide a means for a corporate NMS to monitor the server, and send alarm notifications to a
services agency, to a corporate NMS, or both. For more information on administering SNMP,
see Administering SNMP.
To activate SNMP alarm notification for devices, use the SNMP Traps screen to set up SNMP
destinations in the corporate NMS. SNMP traps for other devices on the network can be
administered using Device Manager. See Using Device Manager to administer G700 Media
Gateway components on page 497.
Note:
Note:
UDP port 162 for snmptrap must be "opened" to allow reception of traps (from
media gateways) and transmission of traps to your trap receiver. Certain trap
categories from media gateways must be administered "on" by media gateway
administration. Use media gateway commands set snmp trap enable auth
and tcp syn-cookies for this. For more information on media gateways, see
Maintenance Commands for Avaya Aura™ Communication Manager, Media
Gateways and Servers, 03-300431 and Maintenance Procedures for Avaya
Aura™ Communication Manager, Media Gateways and Servers, 03-300432.
Administering Avaya Aura™ Communication Manager
May 2009
507
Chapter 16: Administering Avaya Servers
Setting up Processor Ethernet
Much like a C-LAN board, Processor Ethernet (PE) provides connectivity to IP endpoints,
gateways, and adjuncts. The PE interface is a logical connection in the Communication
Manager software that uses a port on the NIC in the server. There is no additional hardware
needed to implement Processor Ethernet, but the feature must be enabled via license file. Type
display system-parameters customer-options to verify that the Processor Ethernet
field on the System Parameters Customer-Options (Optional Features) is set to y. If this field is
not set to y, contact your Avaya representative.
During the configuration of a server, the PE is assigned to a Computer Ethernet (CE). The PE
and the CE share the same IP address but are very different in nature. The CE interface is a
native computer interface while the PE interface is the logical appearance of the CE interface
within Communication Manager software. The interface that is assigned to the PE can be a
control network or a corporate LAN. The interface that is selected determines which physical
port the PE uses on the server.
Note:
Note:
The PE interface is enabled automatically on an LSP or an ESS server. Do not
disable the PE interface on an LSP or an ESS server. Disabling the PE interface
disables the LSP or ESS server’s ability to register with the main server. The LSP
or ESS server will not work if the PE interface is disabled.
In Communication Manager Release 5.2, Processor Ethernet (PE) is supported on duplicated
servers for the connection of H.323 devices, H.248 gateways, SIP trunks, and most adjuncts.
The capabilities of ESS servers are enhanced to support connection of IP devices to the PE
interface as well as to C-LAN interfaces located in G650 (port network) gateways.
Note:
Note:
Avaya recommends that you use the following IP telephone models to ensure
optimal system performance when you use Processor Ethernet on duplicated
servers:
●
9610, 9620, 9630, 9640, and 9650 telephones with firmware 3.0 or later; any
future 96xx models that support TTS (Time to Service) will work optimally.
●
4601+, 4602SW+, 4610SW, 4620SW, 4621SW, 4622SW, and 4625SW
Broadcom telephones with firmware R 2.9 SP1 or later, provided the 46xx
telephones are not in the same subnet as the servers.
All other IP telephone models will re-register in case of server interchange. The 46xx
telephones will re-register if they are in the same subnet as the servers.
When PE is used on duplicated servers, it must be assigned to an IP address, Active Server IP
address, that is shared between the servers. This address is known in networking terminology
as an IP-alias. The active server is the only server that will respond on the IP-alias.
508
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
Note:
Note:
PE on duplicated servers is supported only on S8720 and S8730 servers for
endpoint, gateway, or adjunct connectivity in Communication Manager Release
5.2 and later. If you have an S8710 anywhere in your network, you cannot enable
Processor Ethernet on any S87xx server without first upgrading the S8710 to an
S8720 or S8730.
An LSP or a single ESS server can use the Processor Ethernet interface to connect to CDR,
AESVCS, and CMS. Duplicated ESS servers can use the Processor Ethernet interface to
connect to CDR, Messaging, and SIP Enablement Server (SES).
For more information on ESS, see Using Avaya Enterprise Survivable Servers (ESS),
03-300428.
High-level steps to setting up the PE interface
This section contains general, high-level steps for configuring and administering the PE
interface. As each system may have unique configuration requirements, contact your Avaya
representative if you have questions.
1. Load the Communication Manager software.
2. Load the license file.
3. Configure the PE interface on the server using the server’s System Management
Interface:
a. Select the interface that will be used for PE in the Set Identities page. The Set
Identities page can be found on the server’s System Management Interface select
Installation > Configure Server.
b. If this is an ESS server or an LSP, enter the additional information in the Configure
LSP or ESS screen:
- Registration address at the main server field. Enter the IP address of a C-LAN
or PE interface on the main server to which the LSP or ESS server will connect.
The IP address is used by the LSP or ESS server to register with the main server.
In a new installation, where the LSP or the ESS server has not received the initial
translation download from the main server, this address will be the only address
that the LSP or the ESS server can use to register with the main server.
- File synchronization address of the main cluster: Enter the IP address of a
server’s NIC (Network Interface Card) connected to a LAN to which the LSP or the
ESS server is also connected. The ESS server or the LSP must be able to ping to
the address. Consideration should be given to which interface you want the file
sync to use. Avaya recommends the use of the customer LAN for file sync.
Administering Avaya Aura™ Communication Manager
May 2009
509
Chapter 16: Administering Avaya Servers
4. On the Communication Manager System Access Terminal (SAT), enter the name for each
ESS server, LSP, and adjunct in the IP Node Names screen. The SAT command is
change node-name. You do not have to add the PE interface (procr) to the IP Node
Names screen. Communication Manager adds the PE interface automatically. For
information about this screen, see Avaya Aura™ Communication Manager Screen
Reference, 03-602878.
5. For a single main server, use the IP Interfaces screen to enable H.248 gateway
registration, H.323 endpoint registration, gatekeeper priority, network regions, and target
socket load. On some platform types, the IP Interfaces screen is already configured. Use
the SAT command display ip-interfce procr to see if the PE interface is already
configured. If it is not, use the SAT command add ip-interface procr to add the PE
interface.
6. Use the Processor Channel Assignment screen (command change
communication-interface processor-channels) and the IP Services screen
(change ip-sevices) to administer the adjuncts that use the PE interface on the main
server:
- Enter p in the Interface Link field on the Processor Channel Assignment screen.
- Enter procr in the Local Node field on the IP Services screen.
7. For adjunct connectivity to an ESS server or an LSP, use the Survivable Processor Processor Channels screen to:
- Use the same processor channels information as the main server by entering i(nherit)
in the Enable field.
- Use different translations than that of the main server by entering o(verwrite) in the
Enable field. After entering o(verwrite) you can enter information specific to the ESS
server or the LSP in the remaining fields.
- Disable the processor channel on the ESS server or the LSP by entering n(o) in the
Enable field.
8. Execute a save translations all, save translations ess, or save
translations lsp command to send (file sync) the translations from the main server to
the ESS or LSP server.
510
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
Defining network port usage
The main server(s), LSPs, and each ESS server, use specific TCP/UDP ports across a
customer’s network for registration and translation distribution. Use the information in Table 9 to
determine which TCP/UDP ports must be open in your network for an LSP or an ESS server.
You must check the firewalls on your network to open the required TCP/UDP ports.
Table 9: Network port usage
Port
Used by:
Description
20
ftp data
21
ftp
22
ssh/sftp
23
telnet server
68
DHCP
514
This port is used in
Communication Manager 1.3
to download translations.
1719 (UDP port)
The survivable server(s) to
register to the main server(s).
UDP outgoing and incoming
1024 and above
Processor Ethernet
TCP outgoing
1039
Encrypted H.248
TCP incoming
1720
H.323 host cell
TCP incoming and outgoing
1956
Command server - IPSI
2312
Telnet firmware monitor
2945
H.248 message
TCP incoming and outgoing
5000 to 9999
Processor Ethernet
TCP incoming
5010
IPSI/Server control channel
5011
IPSI/Server IPSI version
channel
5012
IPSI/Server serial number
channel
1 of 2
Administering Avaya Aura™ Communication Manager
May 2009
511
Chapter 16: Administering Avaya Servers
Table 9: Network port usage (continued)
Port
Used by:
Description
21873 (TCP port)
The main server(s) running
Communication Manager 2.0
to download translations to the
LSP(s).
Prior to an upgrade to
Communication Manager 3.0
or later, servers running
Communication Manager 2.x
used port 21873 to download
translations to the LSP(s).
Once the upgrade to 3.0 is
complete and all servers are
running versions of
Communication Manager 3.0
or later, the main server(s)
uses port 21874 to download
translations and port 21873 will
no longer be needed.
21874 (TCP port)
The main server(s) to
download translations to the
survivable servers.
A main server(s) uses port
21874 to download translations
to the ESS server(s) and the
LSP(s) on Communication
Manager 3.0 and later loads.
2 of 2
To configure the ports on your server, click Firewall under the Security heading in the Server
Administration Interface (Figure 67).
512
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
Figure 67: Firewall screen in the Server Administration Interface
Configuring the PE Interface
Use the information in this section to configure the PE interface on the server. This section does
not contain complete information on how to configure the Communication Manager server. For
information on how to configure the Communication Manager server, see the installation
documentation for your server type. The documentation can be found at http://
support.avaya.com.
Administering Avaya Aura™ Communication Manager
May 2009
513
Chapter 16: Administering Avaya Servers
Setting identities
Figure 68: Configure server - set identities page
This page is used to:
514
●
Assign host name(s) and server ID(s) to this server
●
Server Numbers (duplicated servers only)
●
Select a duplication configuration (duplicated servers only) and
●
Determine how Ethernet interfaces on this server will be used.
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
When this server is first installed, this page shows default values as appropriate for this
particular server. Thereafter, this page shows configured values. The fields are as follows: Not
all fields are used on all server models.
Host name: A host name is the name given to this server and is part of a Fully Qualified
Domain Name or FQDN. For example, www.myserver.avaya.com is an FQDN and myserver is
the host name. The host name can be any name you choose but must be unique in your
network and should only contain letters, numbers and the under-bar (_) character.
ID: Each server within the enterprise is assigned a unique server ID (SVID). Gaps in the SVIDs
are allowed. Each server in the system, duplicated or single, main server or ESS server,
requires a unique SVID.
Server Number: This field appears only for duplicated servers. When servers are duplicated,
one server is assigned server number 1 and the other number 2. The server assigned number 1
will be is preferred in server interchange decisions when the state of health of the two servers is
equal.
Server Duplication: If this server is duplicated, the ability to select the type of duplication
technology is provided. If a hardware duplication board is present, the ability to select hardware
duplication is provided. If this board is not present, then only software duplication is shown and
the only choice is to select encryption of the duplication link or not.
Note: Selecting encryption reduces the capacity of the server by approximately 25%.
Select NIC Usage: This section lists the functions that are supported on this server and allows
those functions to be associated with a particular network interface. The possible functions are:
●
Laptop Interface: The laptop function must be assigned to a NIC by itself. The laptop
interface is not restricted by firewall rules and is designed for local connection of a services
laptop.
●
Duplication Link: The duplication link is the link that is used to shadow memory contents
from the active server to the standby server in a duplicated pair. This link must be
assigned to a gigabit Ethernet interface and must be assigned to a NIC by itself.
●
Control Network A and Control Network B: These are the links that are used to
communicate with the IP Serial Interfaces (IPSI) in a G650 gateway. If there is only one
IPSI in each G650, then only control network A is assigned. If there are two IPSIs in each
G650, then both control network A and control network B are assigned.
●
Enterprise LAN: The enterprise LAN is the primary interface for system administration.
●
Processor Ethernet: The Processor Ethernet or PE interface is a special interface that is
used like or in place of a C-LAN interface. IP telephones, trunks and certain adjuncts may
connect to the PE interface. The PE interface must be assigned to the same NIC as the
enterprise LAN.
Administering Avaya Aura™ Communication Manager
May 2009
515
Chapter 16: Administering Avaya Servers
Configure interfaces
Figure 69: Configure interfaces page
This page is used to configure IP addresses for the network interfaces that were assigned in the
Set Identities page and to configure special parameters for the Processor Ethernet (PE)
interface on duplicated servers. A red asterisk (*) marks a field that is a required entry.
When entering values in this page the following must be noted:
1. The NIC used for the laptop interface is automatically assigned fixed values that cannot be
changed.
516
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
2. When entering information for duplicated servers, enter IP addresses consistent with how
these servers were assigned server numbers on the Set Identities page.
3. The address assigned to the active server on duplicated servers is what the industry
knows as an IP-alias. The active server in a duplicated pair of Communication Manager
servers will respond on this address; the standby server in the pair will not. If a server
interchange occurs, the server that becomes the active server will re-associate its MAC
address with the active server IP address. It is very important to assign the same IP
address to the active server entry on both servers in a duplicated pair of servers. The NIC
being assigned an active server address will have two IP addresses associated with it, a
server unique address assigned as IP address server1 or IP address server2 and an alias
address assigned as the IP address active server. A pair of duplicated servers will then
require three IP addresses, one unique to each server and a third for the alias. All three
addresses must be on the same subnet.
4. The terms IP address, (default) gateway, subnet mask, speed, and VLAN tagging are
used in the standard industry manner.
5. Verify with the network administrator that the LAN hardware supports 802.1q priority
tagging. If supported, select VLAN 802.1q priority tagging.
Processor Ethernet (PE) Parameters
Two special parameters appear when Processor Ethernet is assigned on a duplicated pair of
servers. These parameters control how the health of the PE interface affects server interchange
decisions and how the system determines whether the PE interface is working or not (PE state
of health).
PE Interchange Priority
Assign the PE a simple relative priority as compared to IPSIs in configurations that use both PE
and IPSIs. The priority levels are as follows:
●
PE = HIGH Favor the server with the best PE SOH when PE SOH is different between
servers.
●
PE = LOW Favor the server with the best IPSI connectivity when IPSI SOH is different
between servers.
●
PE = EQUAL Count the PE interface as one IPSI and favor the server with the best
connectivity count.
●
PE = IGNORE Do not consider the PE in server interchange decisions.
IP Address for PE Health Check
Enter the IP address to enable the server to determine whether its PE interface is working or
not. The network gateway router is the default address. Any device on the network that will
respond can also be used.
Administering Avaya Aura™ Communication Manager
May 2009
517
Chapter 16: Administering Avaya Servers
Configuring an LSP or an ESS server
When configuring an ESS server or an LSP you must complete the Configure Server Configure LSP or ESS screen in addition to the Set Identities screen. Figure 70 and Figure 71
show an example of the Configure LSP or ESS screen.
Figure 70: Configure server - specify a server role
518
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
Figure 71: Configure server - configure an LSP or an ESS server
Complete the following fields in the Configure LSP or ESS screen:
1. Select the radio button next to the correct entry to indicate if this is an ESS server, an LSP,
or neither an ESS server or an LSP.
2. In the Registration address at the main server field, enter the IP address of the C-LAN
or PE interface of the main server that is connected to a LAN to which the LSP or ESS
server is also connected. The IP address is used by the LSP or ESS server to register with
the main server. In a new installation, where the LSP or the ESS server has not received
the initial translation download from the main server, this address will be the only address
that the LSP or the ESS server can use to register with the main server.
3. File synchronization address of the main cluster: Enter the IP address of a server’s
NIC connected to a LAN to which the LSP or the ESS server is also connected. The ESS
server or the LSP must be able to ping to the address. Consideration should be given to
which interface you want the file sync to use. Avaya recommends the use of the customer
LAN for file sync.
Adding the PE as a controller for the H.248 gateways
Use the command set mgc list on an H.248 gateway when adding a PE-enabled S8500 or
S8300 Server as the primary controller, or as an alternate controller for the gateway. The first
media gateway controller on the list is the primary controller (gatekeeper).
Administering Avaya Aura™ Communication Manager
May 2009
519
Chapter 16: Administering Avaya Servers
For example, if during configuration a NIC card with IP address 132.222.81.1 is chosen for the
PE interface, the set mgc list command would be:
set mgc list 132.222.81.1, <alt_ip-address_1>, <alt ip-address 2>
Administering PE in Communication Manager
Processor Ethernet administration is always performed on the main server. The LSP or the ESS
server receives the translations from the main server during registration or when you perform a
save translations lsp, save translations ess, or save translations all
command on the SAT of the main server.
When communication with the main server is lost, you can perform administration on an active
LSP or an active ESS server. In this case, the administration is temporary until the
communication to the main server is restored. At that time, the LSP or the ESS server registers
with the main server and receives the file sync. The file sync will overwrite any existing
translations.
This section outlines the screens used in the administration of Processor Ethernet. For more
information on these screens, see Avaya Aura™ Communication Manager Screen Reference,
03-602878.
●
IP Node Names screen
If the PE interface is enabled in the license file, the PE interface (procr) automatically
appears on the IP Node Names screen. You cannot add the PE interface to the IP Node
Names screen.
●
IP Interfaces screen
Administer the PE interface and the C-LAN interface on the IP Interfaces screen. It is
possible to have both the PE interface and one or more C-LAN boards administered on the
same system. On some server types the PE interface is automatically added. To see if the
PE interface is already added to your system, use the command display
ip-interface procr. To add the PE interface, use the command add
ip-interface procr.
Administer the PE interface on the main server if the main is an S8300, S8400, or an
S8500 and one or more of the following entities use the main server’s PE interface to
register with the main server:
- AE Services, CMS, CDR adjuncts
- H.248 gateways
- H.323 gateways or endpoints.
For configurations that do not use the PE interface on the main server, you do not need to
administer the IP Interfaces screen. This is true even if the ESS server or the LSP is using
the PE interface. The IP Interfaces screen is automatically populated for an ESS or LSP.
520
Administering Avaya Aura™ Communication Manager
May 2009
Setting up Processor Ethernet
●
Survivable Processor screen
The Survivable Processor screen is used to add a new LSP and also provides a means to
connect one of the three supported adjuncts (CMS, CDR, AESVCS) to an LSP or an ESS
server. The Survivable Processor screen is administered on the main server. The
translations are sent to the ESS server or LSP during a file sync. After the file sync, the
information on the Survivable Processor screen is used by the LSP or the ESS server to
connect to a CMS, an AESVCS, or a CDR.
Administering ESS servers for PE
If there is an ESS server in the configuration, you must add the ESS server using the Survivable
Processor screen. For more information on administering the ESS server on the Survivable
Processor screen, see Using Avaya Enterprise Survivable Servers (ESS), 03-300428.
Administering LSP servers for PE
Local Survivable Processors (LSPs) are administered using the Survivable Processor screen.
For more information on administering an LSP, see Avaya Aura™ Communication Manager
Screen Reference, 03-602878.
Working with adjuncts
For the single main server, adjuncts that use the C-LAN can use the PE interface of the main
server for connectivity to the main server. For the LSP and the ESS server, there are three
adjuncts, the CMS, AESVCS, and the CDR, that are supported using the LSP or the ESS
server’s PE interface. This section provides a high-level overview of the adjuncts supported by
the ESS server and the LSP and how they are administered to use the PE interface.
●
Survivable CMS
Starting with CMS Release 13.1, you can use a Survivable CMS co-located at the site of
the ESS server or LSP. A Survivable CMS is a standby CMS that collects data from an
LSP or an ESS server when the main server is not operational or when the customer is
experiencing a network disruption. A Survivable CMS should not be located at the same
location as the main server.
During normal operations, the Survivable CMS has a connection to the ESS server or the
LSP, but does not collect data or support report users. Only the main CMS server collects
data. When an ESS server assumes control of one or more port networks, or an LSP is
active, the ESS server and/or the LSP sends data to the Survivable CMS.
Administering Avaya Aura™ Communication Manager
May 2009
521
Chapter 16: Administering Avaya Servers
●
CDR
The server initiates the connection to the CDR unit and sends call detail information over
the configured link. The link remains active at all times while the CDR unit waits for data to
be sent by a connected server. In the case of an ESS server or LSP, data will not be sent
until the survivable server becomes active. Some CDR units can collect data from multiple
servers in a configuration, separately or all at once. For information on the capability of
your CDR unit, check with your CDR vendor.
The CDR unit is administered on the IP Services screen. To use the PE interface, procr
must be entered in the Local Node field.
●
AESVCS
AESVCS (Application Enablement Services) supports connectivity to a maximum of 16
servers. Since AESVCS cannot tell which server is active in a configuration, it must
maintain a constant connection to any server from which it might receive data. An Avaya
S8xxx Server "listens" for AESVCS after it boots up. The AESVCS application establishes
the connection to the server.
If the adjunct terminates solely on the main server’s PE interface, you do not have to
administer the Survivable Processor screen. If AESVCS connects to an LSP or an ESS
server, you must administer the Survivable Processor screen in addition to the IP Services
screen.
Using load balancing
You can load balance the H.323 endpoint traffic across multiple IP interfaces. The IP Interfaces
screen contains the fields needed to load balance the IP interface.
Note:
Note:
The 4606, 4612, and 4624 telephones do not support the load balancing feature
of the TN2602AP circuit pack.
Use the following guidelines to load balance the H.323 endpoints:
1. Load balancing starts with placing the C-LANs and the PE interface into a network region
using the Network Region field.
2. Within the network region, further load balancing is done by entering a priority in the
Gatekeeper Priority field. This field appears only if the Allow H.323 Endpoint field is set
to y. You can have more than one IP interface administered at the same value in the
Gatekeeper Priority field within a region. For example, you could have two C-LANs
administered as a 1 in the Gatekeeper Priority field.
Valid values for the Gatekeeper Priority field range from 1 to 9, with 1 being the highest.
Within a network region, the system uses the highest Gatekeeper Priority IP interface first.
522
Administering Avaya Aura™ Communication Manager
May 2009
Administering the main or LSP split registration
3. The number that is entered in the Target socket load or the Target socket load and
Warning level field is the maximum number of connections you want on the interface. A
socket represents a connection of an endpoint to the server. As endpoints connect, the
load balancing algorithms direct new registrations to interfaces that are less loaded. The
current load is unique to each interface and is the ratio of currently used sockets to the
number administered in this field. Communication Manager tries to keep the ratio used by
each interface the same. Note that this is a "target" level, and that Communication
Manager might use more sockets than specified in the field.
If there is only one ip-interface within a priority, the Target socket load or the Target
socket load and Warning level field is no longer used for load balancing. A number can
be entered in this field to receive an error or a warning alarm if the targeted value is
exceeded.
Setting Alternate Gatekeeper List (AGL) priorities
The alternate gatekeeper list is used for H.323 endpoints when they cannot reach their primary
gatekeeper. The Gatekeeper Priority field and the Network Region field on the IP Interfaces
screen determines the priority of the PE interface or the C-LAN on the alternate gatekeeper list.
For information about this screen, see Avaya Aura™ Communication Manager Screen
Reference, 03-602878. For more information about the Gatekeeper Priority field, see Using
load balancing on page 522.
Administering the main or LSP split registration
Split registrations occur when resources in one network region are registered to different
servers. For example, after an outage activates Local Survivable Processors (LSPs),
telephones in a network region register to the main server, or Enterprise Survivable Server
(ESS), while the gateways are registered on the LSP. The telephones registered with the main
server are isolated from their trunk resources.
The split registration solution enables the administrator to manage system behavior after an
outage. The administrator can force telephones and gateways to register with the main server
or the LSP.
Detailed description
Avaya provides the following alternatives for managing split registrations:
●
Set the Migrate H.248 MG to primary field on the System Parameters Media Gateway
Automatic Recovery Rule screen to immediately.
●
Use the feature described in this section.
Administering Avaya Aura™ Communication Manager
May 2009
523
Chapter 16: Administering Avaya Servers
It handles split registrations occurring between a main server and LSPs or between an ESS and
LSPs. This solution does not handle split registration between a main server and an ESS.
When aggregation at the main server or ESS is preferred, all the telephones and media
gateways register with the main server or ESS.
When aggregation at the LSP is preferred, the main server or ESS disables the network regions
associated with the LSP, forcing all the telephones and gateways in the regions to register with
the LSP. Re-registration to the main server or ESS is not allowed till one of the following
conditions is satisfied:
●
The time-day-window for automatic return to the main server is reached for at least one of
the media gateways in any of the regions the LSP is backing up.
●
The enable mg-return command is executed. After re-registration to the main server
or ESS starts, it continues until the LSP reports inactive status, one hour elapses since
execution of the enable mg-return command, or until you run the disable
mg-return command.
●
The LSP unregisters from the main server or ESS.
Split registration solution
The main server (Communication Manager) attempts to ensure that the devices in a network
region register to the same server. They can register either with the LSP or the main server.
When administered or set, telephones and gateways can be forced to register with active LSPs.
The split registration solution keeps branch-oriented operations intact with local trunk
resources.
LSPs report as active after a media gateway registers itself. The main server does not allow any
further re-registration of media gateways and telephones already registered with the LSPs.
Sequence of events
The administrator enables the split registration solution. The main server resets or the network
fragments, causing a media gateway to unregister.
The following sequence of events occur:
1. The media gateway registers to an LSP.
2. The LSP reports its active status to the main server.
3. The main server unregisters all media gateways and telephones in the regions backed up
by the LSP.
4. The main server enables the endpoints in those regions to re-register upon the arrival of
the day and time specified in the time-day-window.
524
Administering Avaya Aura™ Communication Manager
May 2009
Administering the main or LSP split registration
Considerations
Network design notes for split registration solution
These notes and network design recommendations apply while administering the split
registration solution:
●
The disable nr-registration [disable network region registration] is
executed in a region having media gateways. An LSP becomes active when a media
gateway registers itself to it. The main server disables all regions backed up by the LSP.
The execution of enable nr-registration [enable network region
registration] in a region puts a region to auto disable (ad) if the LSP backing the
region is active. All other regions backed up by that LSP are left in auto disabled state.
●
The command, enable nr-registration has no effect to enable a region which is
automatically disabled by the split registration feature.
●
An ESS allows LSPs to register when the administrator sets Force Phones and
Gateways to Active LSPs to y.
●
All media gateways should have trunks and VoIP resources. If H.248 media gateways
without those resources are the only ones registered to an LSP, the LSP accepts
telephone registrations but the telephones cannot make trunk calls. This event is similar to
the situation when G650 media gateways without those resources are the only port
networks controlled by an ESS.
●
Split registrations between the main server and ESS may occur if the ESS’s processor
Ethernet addresses are included in any Telephone Alternate Gatekeeper Lists (AGLs) or
Media Gateway Controller lists (MGC). Administrators can include C-LANs controlled by
ESS in AGLs. If a Telephone registers to a C-LAN controlled by an ESS, it can use trunks
on the same G650 port network holding the C-LAN.
●
When administering the media gateway’s MGC list, the part of the list below the LSP
transition point must contain only one entry administered under the Media Gateway
region’s BACKUP SERVERS heading on the IP Network Region screen.
●
Communication Manager main servers do not allow an LSP entry under the column
heading BACKUP SERVERS IN PRIORITY ORDER to be changed if the corresponding
LSP is currently registered and active.
●
All media gateways in a single network region using time-day-window media recovery
rules should follow the same rule. Communication Manager handles any violation to this
recommendation well. Any variation to the recovery rules creates confusion about further
events.
●
The Alternate Gatekeeper List that is provided to IP telephones after they reboot should
contain the LSP’s address at the end of the list. If the LSP’s address is not in the list at all,
and if the main server is unreachable after a power failure, the telephones cannot reach
the corresponding LSP.
Administering Avaya Aura™ Communication Manager
May 2009
525
Chapter 16: Administering Avaya Servers
Network region type description
An LSP is administered as a backup server for one or more network regions. The LSP can have
resources from one or more network regions. When the LSP reports its active status to the main
server, the network regions’ statuses change to auto disable (ad). On reaching the
time-day-window for automatic return to the main server or executing the enable mg-return
command, the network regions are automatically enabled and the telephones and media
gateways can register.
On executing the disable nr-registration command, the network region status changes
to manually disabled (rd). The administrator changes this status by executing the enable
nr-registration command.
When an LSP reports active to the main server, if any of the regions that LSP is a backup server
for were manually disabled on the main server, the main server changes those regions' status
to auto disable (ad).
Implementation procedures
This section describes the procedures to implement the split registration solution.
Prerequisites and constraints
The main server, LSP and ESS must be running on Communication Manager 5.2.
If ESSs run Communication Manager Release 5.2 but the main server runs an older version,
the split registration solution is disabled.
To administer the split registration solution, the following conditions must be met:
●
You can set the Migrate H.248 MG to primary field on the Systems Parameters Media
Gateway Automatic Recovery Rule screen to time-day-window. You can also set this
field to other rules when no other media gateways are using the rules.
●
The BACKUP SERVERS IN PRIORITY ORDER column in the IP Network Region screen
must have only a single LSP entry. The number of non-LSP entries in this column is not
affected. After implementing the split registration solution, only one LSP entry is allowed
under BACKUP SERVERS IN PRIORITY ORDER.
Administration procedures
The administrator performs the following procedures to enable and disable the split registration
solution:
526
Administering Avaya Aura™ Communication Manager
May 2009
Administering the main or LSP split registration
Enforcing the split registration solution
1. Type change system-parameters ip-options.
2. Press Enter until you see the Force Phones and gateways to Active LSPs field.
3. To enable the solution, set the Force Phones and gateways to Active LSPs field to y.
The default value for the field is set to n.
4. Press Enter to save your changes.
Note:
You can set Force Phones and gateways to Active LSPs to y if all
administered mg-recovery-rules are set to time-day-window. At most, one LSP is
listed as a Backup Server for each ip-network-region.
Note:
Disabling the split registration solution
1. Type change system-parameters ip-options.
2. Press Enter until you see the Force Phones and gateways to Active LSPs field.
3. To disable the solution, set the Force Phones and gateways to Active LSPs field to n.
4. Press Enter to save your changes.
Note:
You can set Force Phones and gateways to Active LSPs to n only if all
registered LSPs are inactive.
Note:
Return to the main server
If one Media Gateway returns to the main server meeting any of the conditions for
re-registration, all regions backed up by the same LSP also return to the main server.
Gateways and Endpoints can return to the main server if the LSP unregisters from the main
Communication Manager server.
Return to main server continues till at least one of the following events occur:
●
The LSP administered under the region's BACKUP SERVERS heading on IP Network
Region screen becomes inactive.
●
Expiry of the current one hour interval in the time-day-window that makes the first media
gateway eligible to re-register.
●
One hour has elapsed since the enable mg-return command was run or earlier if
during that hour the system administrator runs the disable mg-return command.
Administering Avaya Aura™ Communication Manager
May 2009
527
Chapter 16: Administering Avaya Servers
Administrable Alternate Gatekeeper List for IP Phones
Communication Manager enables the Alternate Gatekeeper List (AGL) feature to allow
administrators to specify the number of IP interfaces for each connected network region that are
allowed for telephones within a specific network region.
The Administrable Alternate Gatekeeper List feature limits the number of entries in the AGL,
and is intended to simplify network region administration. This feature can improve system
performance and reliability. It also reduces the time that it takes for telephones to failover to the
Enterprise Survivable Servers (ESS) or Local Survivable Processor (LSP).
This feature enhancement is available to all H.323 telephone types, and does not require any
Communication Manager license file feature activation or firmware upgrades.
The H.323 telephones use the Alternate Gatekeeper List (AGL) when they cannot reach or
register with their primary gatekeeper. H.323 telephones use the AGL list of C-LANs/PE for
recovery when the current C-LAN is no longer available. The LSPs may be a separate failover
set if the alternatives for reaching the main server are exhausted.
H.323 telephones can receive from the Communication Manager server an AGL with up to 6
LSPs and 1 survivable gateway. This is true whether or not the phones' region is using the
Administrable AGL feature. Without AGL, the number of non-survivable IP interface addresses
in the network region depends on several factors:
●
If the current Ethernet interface is a C-LAN with TN799c vintage 3 or older firmware, the
ordinary gatekeeper part of the list is truncated at 15 entries.
●
If the telephone is not Time-to-Service (TTS) capable, the ordinary gatekeeper part of the
list is truncated at 30 entries, but 46xx telephones with non-SW hardware must be used
with up to 28 entries.
●
If the telephones is TTS capable, the ordinary gatekeeper part of the list is truncated at 65
entries.
You can continue to use the AGL feature of prior releases (up to 65 C-LAN or PE members in
the AGL). Alternately, you can choose to use the more efficient method of controlling telephone
recovery by condensing the number of gatekeepers sent by Communication Manager based on
new network region administration.
To use the Communication Manager AGL feature, administrators enter a numeric value in the
AGL field of the Inter Network Region Connection Management screen. Use the Inter Network
Region Connection Management screen to administer connections between a source network
region and all other destination network regions. The entries administered in the AGL field
within each source network region represent the number of C-LANS and/or PE that
Communication Manager builds into each Alternate Gatekeeper List and sends to each H.323
telephone that is in that source network region. After entering the numeric values,
Communication Manager calculates the total number of gatekeepers that are assigned for each
destination region. The total AGL assignments for each region must add up to 16 or lower. If an
administrator enters a value that makes the AGL assignment greater than 16, the system
displays an error message.
528
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
Communication Manager tracks each C-LAN or PE addresses sent in the AGL to each
telephone. For example, a destination network region with 20 C-LANs are administered to have
only 3 C-LANs from that region in each AGL. As a result, Communication Manager responds to
each new registration request with an AGL constructed using the administered number of
C-LANs for the region, and is independent of priority, socket load, and service state.
Note:
Note:
If Communication Manager is upgrading to a newer version, the pre-upgrade AGL
lists are not disturbed unless the administrator makes any changes to the AGL
fields and enters new values.
For more information on the administration procedures for this feature, see Administration
procedures.
Load balancing of IP telephones during registration
Non-TTS telephones are load balanced at registration using the Gatekeeper Confirm (GCF)
message. Each region has a list of available C-LANs or PE, and Communication Manager
selects the available C-LAN from within the H.323 telephone’s home network region. If there are
C-LANs in that network region, the system uses load balancing techniques based on C-LAN
priority, and available sockets. If all C-LANs are considered busy (none of the C-LANs are in
service, or all C-LANS that are in service have used all the 480 available sockets),
Communication Manager moves to directly connected network regions. All directly connected
regions are checked beginning with network region 1. All indirect network regions are used if
there are no C-LANs administered in the IP telephone’s home network region, or directly
connected network regions. Indirect network regions are also checked by the system beginning
with network region 1.
With the enhanced implementation of the feature in Communication Manager for load balancing
for non-TTS telephones, the system gives preference to the home region C-LANs, then the
direct network region C-LANs, followed by indirect network region C-LANs that are
administered using the AGL field on the Inter Network Region Connection Management screen.
Any C-LAN within an eligible region may be assigned for load balancing. Within a specific
region, the system selects the least loaded C-LAN, unless all C-LANs have reached their limit.
Load balancing for non-TTS telephones is based on the C-LAN received in gatekeeper confirm
(GCF). Non-TTS phones use this C-LAN to initiate the registration request (RRQ) and establish
a socket to Communication Manager after Registration Admission Status (RAS) is completed.
Administering Avaya Aura™ Communication Manager
May 2009
529
Chapter 16: Administering Avaya Servers
Socket load balancing for TTS telephones occur after registration is complete and the AGL is
formed. Communication Manager initiates socket establishment to TTS telephones. Load
balancing occurs across the C-LANs that were sent in the AGL, with preference being given to
the C-LANs in the home region, then the directly connected regions, followed by the indirectly
connected regions. Direct network regions and indirect network region C-LANs are considered
as two groups. The system checks for the available C-LAN in directly connected network
regions, followed by the available C-LAN in indirectly connected network regions.
Communication Manager determines that a preferred set of C-LANs is at their limit before
attempting to access the next set of C-LANs.
When sending the gatekeeper list with the administrable AGL feature, the system uses each
network region (home, direct, and indirect) and sends a subset of the C-LANs starting at a
random place in the C-LAN array.
Building the Alternate Gatekeeper Lists
Communication Manager builds the AGL for each telephone during registration using the
following parameters:
●
Communication Manager builds the AGL based on the C-LANs for the home region.
For non-TTS and TTS telephones, the AGL is built using a random starting point in the
network region C-LAN array. Communication Manager picks the administered number of
C-LANs from that initial point, based on the number of C-LANs administered in the AGL
field of the Inter Network Region Connection Management screen.
●
The system then continues building the AGL based on the list of administered directly
connected regions. The order of regions is selected using the round robin method, and the
C-LANs are selected based on the same random algorithm that is used for selecting
C-LANs from the home region.
●
The system continues building the AGL for indirectly connected regions in the same way
as it does for directly connected network regions.
The difference in the Communication Manager enhancement of this feature is that the H.323
telephone can now use C-LANs from all network regions as alternate gatekeepers, as long as
they are connected (directly or indirectly) to the native region. The alternate gatekeepers are
sent in the following order: in-region, directly connected regions, and indirectly connected
regions.
Contact your Avaya representative if you have additional questions relating to how
Communication Manager builds the Alternate Gatekeeper Lists.
Application
This section describes two common issues that are addressed by the Administrable Alternate
Gatekeeper List feature for Communication Manager.
530
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
The examples are based on configurations using WAN facilities.
In both examples, a virtual network region is assigned to the WAN to describe the WAN
topology, and to implement Call Admission Control (CAC).
●
Example 1 shows how you can ensure that the IP telephone does not receive unwanted
C-LANs in the Alternate Gatekeeper List. It also shows the improved configuration for this
issue.
●
Example 2 shows how pooling C-LANs in a network region results in some IP telephones
not receiving an Alternate Gatekeeper List. It also shows the improved configuration for
this issue.
Example 1: Unwanted C-LANs in the AGL
Figure 72 shows how unwanted C-LANs can end up in the Alternate Gatekeeper List.
Figure 72: Unwanted C-LANs in AGL
Administering Avaya Aura™ Communication Manager
May 2009
531
Chapter 16: Administering Avaya Servers
In this configuration, the IP telephones in NR1 through NR3 have C-LANs in their network
regions as there are no C-LANs that are directly connected to NR200. You can optionally add a
few C-LANs in NR200 to share with NR1-NR3 as they are directly connected, and NR 200 is
used to consolidate traffic from NR1-NR3 for access to the WAN. Using NR 200 has the
additional advantage of isolating C-LANS in each network region to IP telephones in that
network region.
NR4 and NR5 are ESS locations, and the IP telephones in those two locations need local
C-LANs that are in NR4 and NR5.
NR101 and NR102 are Gateway/LSP locations and should share pooled C-LANS. In this case,
C-LANS are placed in NR201 as they are directly connected to the two NRs. In Communication
Manager Release 5.1 and earlier, C-LANs could be in home region of the IP Phone, or in a
directly connected NR.
The IP telephones in NR4 and NR5 receive C-LANs in NR201 in the AGL as that NR is directly
connected. The IP telephones can end up with C-LANS in their AGL that cannot be used in a
WAN failure. This can significantly delay IP telephones in NR4 and NR5 from recovering to a
C-LAN that can be used in a WAN failure. This could also significantly delay IP telephones in
NR4 and NR5 from recovering to an ESS.
Figure 73 shows the workaround that you can implement using another virtual network region in
earlier releases of Communication Manager.
532
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
Figure 73: Earlier releases of CM workaround for unwanted C-LANs
In this configuration, the IP telephones in NR4 and NR5 use the ip-network-map for NR
assignment. The AGL does not contain NR202 C-LANs because that NR is indirectly
connected.
The IP telephones in NR101 and NR102 share C-LANs in NR202. Those C-LANs are physically
located at location 1. If there are a large number of C-LANs in NR202, it could result in large
AGLs and potentially delay recovery to the ESS. This workaround does not address the size of
the AGL.
Figure 74 shows the improved configuration of the network region using the Administrable AGL
feature for Communication Manager.
Administering Avaya Aura™ Communication Manager
May 2009
533
Chapter 16: Administering Avaya Servers
Figure 74: Improved configuration for unwanted C-LANs using enhanced AGL feature
Figure 74 shows a configuration in which the IP telephones in NR4 and NR5 are administered
to only use C-LANS in their native NR, and not use C-LANs in NR201. The IP telephones AGLs
in NR4 and NR5 contain local C-LANs. The IP telephones in NR101 and NR102 share C-LANs
in NR201. Those C-LANS are physically located at location 1. If there are a large number of
C-LANs in NR201, it could result in large AGLs and potentially delay recovery to the ESS.
Additionally, with this enhancement, the administrator can specify the number of C-LANs in
NR201 and therefore[= control the size of the AGL.
Example 2: Unable to pool C-LANS because of Network Region
Connectivity
Figure 75 shows how network region connectivity issues can prevent the pooling of C-LANs.
534
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
Figure 75: Inadequate pooling of C-LANs
The figure shows a network configuration with numerous Gateway/LSP locations, some of
which are directly connected to the WAN, and others that are indirectly connected to the WAN.
All of these gateways need to share a pool of C-LANS physically located at location 1.
The IP telephones in NR151 and NR152 are not directly connected to NR200. Also, the system
cannot specify the number of C-LANs in NR200 to use to control the size of the AGL.
Figure 76 shows the workaround that you can use with earlier releases of Communication
Manager software.
Administering Avaya Aura™ Communication Manager
May 2009
535
Chapter 16: Administering Avaya Servers
Figure 76: Earlier releases of CM workaround for inadequate pooling of C-LANs
In this configuration, all the IP telephone network regions are directly connected to a new
NR201. The AGL now contains C-LANs in NR201. But you cannot specify the number of
C-LANs in NR201 that you can use to control size of AGL. This configuration does not reflect
the WAN topology.
Figure 77 shows the improved configuration using the Communication Manager Administrable
AGL feature.
536
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
Figure 77: Improved configuration using the CM AGL feature
All IP telephones AGL contain C-LANs in NR200, including the direct and indirect network
regions. You can also specify the number of C-LANs in NR200 and control the size of the AGL.
High-level capacities
The total AGL assignments for each source region must add up to 16 or lower. Each source
network region can continue to have 6 LSPs from the phone’s home region to be added to the
AGL. This brings the total list size to a maximum of 23 (by adding up the AGL, LSP for each
region and the Survivable Gatekeeper for the station).
Administering Avaya Aura™ Communication Manager
May 2009
537
Chapter 16: Administering Avaya Servers
Considerations
If the telephone's IP address is in one of the ranges in the ip-network-map, the AGL entries
consist of the C-LANs or PE from the telephone’s home region, directly connected regions, and
indirectly connected regions. If the IP address is not in one of those ranges, the AGL entries
consist only of the C-LANs or PE from the telephone’s home region.
Interactions
This section provides information about how the Administrable AGL feature for Communication
Manager interacts with other features on the system.
Note:
●
It is possible to have some regions using the earlier releases of Communication Manager
non-administrable AGL implementation, and some other regions using the new
administrable AGL implementation. But you cannot have a single network region using a
combination of the two methods. The AGL column can either contain numbers or all, but
not both. The field can also contain blanks; blanks are ignored by both the old and the new
implementation of this feature.
●
This feature only applies to H.323 telephone registrations and H.323 telephone AGLs. The
H.323 gateways also register to Communication Manager. This feature does not affect
how the gateways obtain and use their own lists of gatekeepers. Also, note that this
feature has no impact on how SIP telephones register to SES.
●
If an extension number has shared control using the server between a H.323 telephone
and a H.323 softphone, Communication Manager shows on the Status Station screen both
the AGL sent to the H.323 telephone and the H.323 softphone. See Verifying AGL settings
for stations on page 540 for more information.
●
In Communication Manager Release 5.1 or earlier, the AGL feature only included C-LANs
from the same region and from directly connected regions, or all indirectly connected
regions (if there were no C-LANS in the same or directly connected regions). In
Communication Manager Release 5.2, it is now possible to explicitly administer
Communication Manager to include C-LANs from indirectly connected regions as well.
Also, if you administer a non-zero value in the AGL column for an indirectly connected
region, it opens that indirectly connected region's C-LANs to be eligible to be used for load
balancing.
●
In general, when using the Communication Manager Administrable AGL feature, you
should not use C-LAN priorities.
Note:
Remember the following additional information:
●
538
For TTS telephones, the Communication Manager takes into consideration
priorities, C-LAN socket load, and C-LAN’s service state and whether the C-LANs
are allowed to be used for H.323 telephone registration when load balancing.
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
●
For non-TTS telephones, priorities and C-LAN socket load are taken into account
when load balancing.
●
For TTS and non-TTS telephones, the Communication Manager does not take
either priorities or C-LAN socket load into consideration when building the AGL.
Prerequisites
●
Communication Manager Release 5.1 or later
●
Basic administration procedures for H.323 telephones
Administration procedures
Use the following procedures to administer the Communication Manager Administrable
Alternate Gatekeeper List feature on your system:
Configuring Administrable Alternate Gatekeeper Lists
To configure the Administrable Alternate Gatekeeper Lists:
1. Enter change ip-network-region x, where x is the number of the network region that
you want to administer.
The system displays the Inter Network Region Connection Management screen. Page
down till you see the page with the AGL column.
2. Check your settings for the AGL column.
a. To use the Administrable Alternate Gatekeeper List feature, you have to enter a
numeric value in that field for the region that you want to administer. You can enter the
values from 0 through 16. This value determines how many C-LAN addresses from
that destination region are included in the Alternate Gatekeeper List when a telephone
registers in the source region.
Note:
Note:
The system enables you to use the Communication Manager administrable AGL
option only if every row has a numeric value, or is blank. Communication
Manager ignores blank values.
b. If the value is all or blank, the system uses the Communication Manager Release 5.0
or earlier version of this feature to determine alternate gatekeeper lists.
c. If the value is all for any row(s), you cannot enter a number into any of the other rows.
In this case, you have to set them to all or blank. Note that if the value for every row is
all or blank, the system automatically uses the Communication Manager Release 5.1
or earlier method for using AGL.
Administering Avaya Aura™ Communication Manager
May 2009
539
Chapter 16: Administering Avaya Servers
3. Press Enter to save your changes.
Viewing IP Network Maps for your system
To view the IP Network Maps for your system:
1. Enter change ip-network-map.
The system displays the IP Address Mapping screen.
2. The fields on this screen display the IP addresses of each region and the phones they are
mapped to.
3. View your network maps and press Enter to save your changes and exit the screen.
Verifying AGL settings for stations
To verify the AGL settings for stations:
1. Enter status station XXXXX where XXXXX is the extension of the station registered
to the region having a numeric value for its AGL, which means it is using the Administrable
AGL feature. The system displays the Status Station screen.
2. Page down till you find the page for the Alternate Gatekeeper List.
Figure 78: IP Address Mapping screen
status station 51113
Main
Node Name
sraychk-clan2
Region
3
Page
7 of
x
ALTERNATE GATEKEEPER LIST
Shared Control Ports
Shared Control Ports
Node Name
Region
Node Name
Region
For the LSP entries: BACKUP SERVERS on ip-network-region [Set-end Rgn number].
For the Survivable Gatekeeper entry: display station [extension].
3. This screen shows the AGL mappings with the IP interfaces listed in order. The screen
also shows the network region of each IP interface entry in the AGL.
The fields shown on this screen are display only.
See the descriptions of the IP Network Region Screen and the Station Screen in the Avaya
Aura™ Communication Manager Screen Reference, 03-602878 for related information.
4. View the information for your system and press Enter to exit the screen.
540
Administering Avaya Aura™ Communication Manager
May 2009
Administrable Alternate Gatekeeper List for IP Phones
IP Network Region Connection Management screen
●
The AGL field in the IP Network Region Connection Management screen. Values are
between 0 through 16; or the field is all or blank. See Configuring Administrable Alternate
Gatekeeper Lists for more information on the values.
Figure 79: Alternate Gatekeeper List on Status Station
status station 51113
Main
Node Name
sraychk-clan2
Region
3
Page
7of
x
ALTERNATE GATEKEEPER LIST
Shared Control Ports
Shared Control Ports
Node Name
Region
Node Name
Region
For the LSP entries: BACKUP SERVERS on ip-network-region [Set-end Rgn number].
For the Survivable Gatekeeper entry: display station [extension].
Field descriptions
Table 10: Field descriptions
Field
Description
Main
Refers to the IP telephone.
Shared control
See section titled Control of DCP Telephone in the Avaya Aura™
Communication Manager Screen Reference, 03-602878
Node name
Identifies the name of the adjunct or server/switch node.
See the IP Node Name screen in the Screen Reference section of the
Avaya Aura™ Communication Manager Screen Reference, 03-602878
Region
The number of the region.
See the description for the IP Network Region screen in the Screen
Reference section of the Avaya Aura™ Communication Manager Screen
Reference, 03-602878
Troubleshooting scenarios and repair actions
The Station screen (command: status station) can sometimes show a different AGL than
the telephone is actually using under these circumstances.
Administering Avaya Aura™ Communication Manager
May 2009
541
Chapter 16: Administering Avaya Servers
●
If you change the region that a telephone registers to by changing the ip-network-map,
Communication Manager does not download the new AGL to that telephone until you
re-register the telephone.
●
The status station command shows what the system sent to the telephone. The
system does not know what the telephone actually stores. If the system sends an AGL to a
telephone and the telephone reboots after that, the AGL that the telephone got from the
Dynamic Host Configuration Protocol (DHCP) server can differ from the one displayed by
the status station command.
●
If the gatekeeper sending the RCF to the telephone is not in the AGL, some telephones
add that gatekeeper's address to the telephone's own local copy of the AGL.
Related Documents
See the following documents at http://www.avaya.com/support
●
Administering Network Connectivity on Avaya Aura™ Communication Manager,
555-233-504
●
Avaya Aura™ Communication Manager Screen Reference, 03-602878
●
Avaya Application Solutions: IP Telephony Deployment Guide, 555-245-600
●
Using Avaya Enterprise Survivable Server (ESS), 03-300428
●
Application Notes for Administrable Alternate Gatekeeper List for IP Phones Using Avaya
Communication Manager, Issue 1.0
●
Avaya Communication Manager Network Region Configuration Guide for Communication
Manager 3.0
Improved Port network recovery from control network
outages
When network fail, IP connected port networks experience disproportionately long outages from
short network disruptions. This feature enables you to see IP connected port networks with less
downtime in the face of IP network failures.
When there is a network outage, port networks do a warm restart rather than a reset to allow
faster recovery of service.
The feature lessens the impact of network failures by:
●
542
Improving TCP recovery times that increase the IPSI-PCD socket bounce coverage time
from the current 6-8 seconds range for the actual network outage to something closer to
10 seconds. Results vary based on traffic rates.
Administering Avaya Aura™ Communication Manager
May 2009
Improved Port network recovery from control network outages
●
Modifying the PKTINT recovery action after a network outage to entail a warm interrupt
rather than a PKTINT application reset (hardware interrupt)). This prevents H.323 IP
telephones from having to re-register and/or have their sockets regenerated. This
minimizes recovery time from network outages in the range of 15-60 seconds.
This feature also monitors the IPSI-PCD socket and helps in identifying and troubleshooting
network related problems.
The IPSI-PCD socket bounce is developed by improving TCP recovery time that covers typical
network outages, up to a range of 10-11 seconds. In this scenario, uplink and downlink
messages are buffered, and operations very quickly return to normal after a network failure. In
order to improve recovery time for longer outages, up to the 60 seconds range, the feature
introduces the use of a PKTINT warm interrupt rather than a reset. This results in less drastic
action being taken to recover links and H.323 IP telephones.
During the network outage, only stable calls already in progress have their bearer connections
preserved. A stable call is a call for which the talk path between the parties in the call is
established. Call control is not available during the network outage, and this means that any call
in a changing state is most likely not preserved.
Some examples are:
●
Calls with dial tone
●
Calls in dialing stage
●
Calls in ringing stage
●
Calls transitioning to/from announcements
●
Calls transitioning to/from music-on-hold
●
Calls on hold
●
Calls in ACD queues
●
Calls in vector processing
Further, you cannot change in the state of a preserved call. So, features such as conference or
transfer are not available on the preserved calls. Button pushes are not recognized. Invocation
of a feature by the user is given denial treatment. In a conference call, if a party in the call drops,
the entire call is dropped.
The following are additional improvements:
●
Improve TCP Recovery Time
●
Increase IPSI Local Buffering to prevent data loss
●
Reduce escalation impact between 15 and 60 seconds by using warm interrupt of PKTINT
instead of PKTINT application reset (hardware interrupt).
●
Reduce escalation impact between 60 and 90 seconds by extending PN cold reset action
from 60 seconds to 90 seconds
●
Reduce ESS No Service Timer minimum value from 3 minutes to 2 minutes to reduce
local outage in case of prolonged network outage
Administering Avaya Aura™ Communication Manager
May 2009
543
Chapter 16: Administering Avaya Servers
●
List measurements for the PCD-PKTINT socket for improved troubleshooting
With the introduction of a warm interrupt of the PKTINT instead of reset in the 15-60 seconds
range, and the optional extension of the PN cold reset from 60 to 120 seconds.
For more information on System parameters screen, see Avaya Aura™ Communication
Manager Screen Reference, 03-602878.
Configuration impacts on availability
Communication Manager reduces the downtime experienced by port networks after a short
network outage. In Communication Manager Release 5.2, the H.323 endpoint and application
link, and the socket stability are improved in the sub-60 second range than Communication
Manager Release 5.1 and earlier. H.323 endpoints using TTS do not have to regenerate
sockets, and H.323 endpoints not using TTS do not have to re-register or regenerate their
sockets.
Survivability
Reducing the minimum ESS No Service Time Out Interval from 3 to 2 minutes improves overall
availability.
Administering Call-processing
The telephony features of the S8300 Server are administered using the same commands and
procedures as an S8700-Series Server or a legacy DEFINITY Enterprise Communications
System.
Accessing Communication Manager
Communication Manager resides on the Avaya S8xxx Server. It can be accessed through
Avaya Site Administration (ASA), the System Access Terminal (SAT) program, or the Native
Configuration Manager interface.
544
Administering Avaya Aura™ Communication Manager
May 2009
Administering Call-processing
Avaya Site Administration
Avaya Site Administration features a graphical user interface (GUI) that provides access to SAT
commands as well as wizard-like screens that provide simplified administration for frequently
used features. You can perform most of your day-to-day administration tasks from this interface
such as adding or removing users and telephony devices. You can also schedule tasks to run at
a non-peak usage time. ASA is available in several languages.
Note:
In order for ASA to work properly with the ASG Guard II, the Write (ms) field on
the Advanced tab of the Connection Properties screen must be set to a value of
5 (that is, delay of 5 ms). ASG Guard II is an outboard appliance providing access
security for Avaya products that do not have Access Security Gateway (ASG)
software as a native application. For more information on ASG Guard II, contact
your Avaya technical support representative.
Note:
For more information, see Using Avaya Site Administration in Chapter 1: System Basics.
System Access Terminal
The System Access Terminal (SAT) program uses a Command Line Interface (CLI) interface for
telephony administration. SAT is available through the Avaya Site Administration package.
Security Considerations
Levels of security for administration of the G700 Media Gateway are the same as traditionally
for Communication Manager. This means that administration login passwords are passed in
plain text with no encryption. Exceptions to this no-encryption policy include:
●
The ASG program that is installed on all Avaya S8xxx Servers.
●
An encrypted Web interface to the Avaya S8xxx Server (see the security certificate
information in the server online help)
●
Optional encryption for data backups (see Backing up and restoring data on page 502).
●
Support for RADIUS authentication for media gateways and P330 stack elements using
the P330 Device Manager. See Using Device Manager to administer G700 Media
Gateway components on page 497.
Command syntax changes for media modules
The syntax for using the SAT commands for a G700 Media Gateway or Avaya S8xxx Server
has changed. In a traditional DEFINITY system, ports are identified by the cabinet number,
carrier, slot, and port. For example: 02A0704
Administering Avaya Aura™ Communication Manager
May 2009
545
Chapter 16: Administering Avaya Servers
Because this numbering convention does not make sense for media modules, a new
convention was developed. The numbering convention for the media modules uses the same
seven-character field as does a traditional system, but the fields represent the media gateway
number, media module slot (V1 to V9), and port number (00 to 99 are supported; the actual
number of ports that can be specified depends on the type of media m